With the development of artificial intelligence technology, chatbots that can do high-quality conversations similar to humans have appeared, and some companies have applied them to customer response. A survey result that shows that these chatbots already have the same level of sales capability as humans and in some cases has 4 times more sales than humans, is drawing attention.
Chatbots that automatically respond to conversations have been clearly differentiated from AI. However, recently, chatbots that perform deep learning and natural language processing in conversation log analysis have emerged, enabling advanced conversations like humans. Humans are dictated by the body and mind, and their working efficiency changes. But AI doesn’t. In addition, some service companies, such as Domino’s Pizza, use chatbots to respond to customers because they can save labor and cost.
The Temple University research team compared sales through conversations between inexperienced human employees and chatbot customers with more than 6,200 customers of financial services companies. Then, if the customer did not know that the counterpart was a human or a chatbot, they found that the chatbot had 4 times more sales than humans. Of course, even compared to the sales of experienced employees, the sales of chatbots were said to be almost the same.
However, if the customer was informed that it was a chatbot before the conversation, they found that chatbot sales dropped by more than 79.7%. At the same time, I found that the conversation time with the chatbot was considerably shortened. In response, the research team estimated that if the customer learned that the conversation partner was not human, the chatbot thought that the chatbot knew nothing and had low empathy, and went ahead of the product purchase. Related information can be found here .