Conversica Survey Shows Chatbot Customer Experience Significantly Impacts Vendor Evaluation for One-Third

B2B Buyers Abandon Traditional Mass-Market Chatbot Conversations Due to Irrelevant, Untimely Responses; Buyers Demand Accuracy, Immediacy, and Relevancy

Conversica, Inc., the leading provider of AI-powered conversation automation solutions for enterprise revenue teams, announced the findings of a new survey titled Chatbot Experience: How Satisfied Are Enterprise Buyers? The study found that while the majority of B2B buyers use chatbots when considering a business purchase (60%), the chat experience does not meet their expectations. With a third of business buyers identifying chat experience as having a major impact on their evaluation of a vendor, companies are losing out on revenue.

This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20230125005136/en/

Conversica Chatbot Experience Report (Graphic: Business Wire)

Moreover, many B2B buyers are turning away from traditional chatbots due to their simplistic capabilities that are limited to very early stages of interaction, according to the survey findings. As a result, buyers considering a business purchase are disappointed enough in most chatbot experiences to abandon conversations in favor of human representatives or, worse, move on to a competitor, leading to negative brand associations, increased workload, and lost revenue.