A new survey by 15gifts reveals that telco providers are losing 20% of customers because of inadequate chatbot support, with 24% stating chatbots as their main frustration when shopping for telco services online. The study, which surveyed consumers across the UK and US, shows that nearly nine-in-ten (87%) shoppers struggle to get support through chatbots, urging 18% to seek help from live agents instead.
“The vast majority of AI chatbots do not offer the service consumers need when navigating complex telco sales journeys – they are subservient Q&A tools with limited sophistication. In comparison, an advanced AI sales agent takes control of the conversation, follows a defined sales process and leverages the sales psychology techniques used by the best in-store sales experts” says Tom Cox, CEO & Founder, 15gifts.
Despite their limitations, telcos still continue to invest in chatbot technology, with 47% of providers spending millions annually to keep them operational. However, many telco providers see that the online purchase process remains overly complex, leaving 48% of providers admitting they wouldn’t feel confident utilising their sales tools to purchase. This sentiment is mirrored by consumers, with 52% preferring more human-like interactions during the online buying journey.
Moreover, 100% of telco providers reported some level of AI integration in their sales processes, and 86% plan to increase AI investments to enhance online support. According to Cox, adopting more advanced AI tools could give telcos an edge, fostering a more humanized online experience that could help drive sales, reduce customer churn, and boost overall satisfaction.