Zipwhip recently published the 2020 State of Texting report. This survey provides the current snapshot of industry and consumer trends around texting and other types of messaging. ZipTV sat down with Zipwhip CEO and co-founder, John Lauer, to get his reaction to some of the key findings. Here’s what he had to say about chatbots vs humans in 2020.
John Lauer: 74% of consumers say they would prefer to talk to a human than a chat bot, and this is unchanged from a year ago. Now, I love this stat too because I feel the same way, although I do believe chat bots are going to get better and better in the future. At least where we’re at today, consumers still want to talk to a human over texting.
Here’s what it would take for a consumer to want to talk to a chatbot. The chatbot would actually have to get you your answer faster. It would have to get you a better answer or help you get something done that the human’s actually slower at doing. When we achieve that, you’re going to start to see a lot more chatbots enter the texting ecosystem.