The use of chatbots has become one of the most relevant trends for online purchases, although it seems that not all consumers welcome this type of technological innovation.
As is well known, the arrival of the pandemic meant the boom of a digitization process that had been brewing for years, a fact that boosted the habit of online shopping and experiences through different digital platforms like never before.
In this sense, let us remember that last February the Mexican Association of Online Sales (AMVO) announced that electronic commerce had a rebound of 23 percent in Mexicoa fact that goes to show that, for Mexican consumers, the digital experience is still on the radar.
And it is that, an important fact to highlight is that, as part of the effects of this digitization boom, today we can say that, in Mexico and other parts of the world, the number of Internet users grew considerably; a study carried out by the statistics platformStatista, points out that the number of Mexicans with Internet access is 98 million, a figure that is expected to reach 104 million this year.
Chatbots: not very useful for purchases on-line?
shopping experiences on-line They are very diverse and, in turn, the response from consumers is also diverse, which is why more and more people continue to experiment with different initiatives in order to gain a better position in the market.
Starting from this premise, one of the most recent innovations has to do with the use of artificial intelligence which, in fact, goes in crescendo.
To mention an example, since a few years ago, the use of chatbot It has started to be an important trend for companies looking to offer diverse online shopping experiences to their consumers.
In a way, a chatbot It is an automated service, based on artificial intelligence, that is programmed to answer customer questions; however, there is a group of consumers that is not entirely sympathetic to this type of innovation.
In accordance with a survey carried out by YouGov, everything indicates that the chatbot are not seen as a good customer service tool.
As shown in the chart above, the data found by YouGov reveals that 29 percent of the consumers surveyed said that the use of a chatbot it would not help you in the purchase on-line of any item or service.