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Telco providers are losing a fifth of customers due to chatbots
Chatbots are the most frustrating part of shopping online for telco services for nearly a quarter ( 24 %) of consumers , as one in five ( 20 %) admit to completely
abandoning an online telco purchase due to a chatbot ’ s inability to provide adequate customer support . This is among the findings of a research survey by 15gifts , which polled both telco providers and consumers from the UK and US about the challenges plaguing digital transactions .
Current chatbots are the cause of significant frustrations for consumers looking to make a purchase , as almost nine in ten shoppers ( 87 %) are unable to get all their queries answered using the functionality , whilst almost a fifth ( 18 %) bypass them altogether and instead seek help from a contact number or live agent .
Despite the pitfalls of chatbots , telco providers spend heavily on the technology . In fact , almost half of businesses ( 47 %) invest millions of GB £/ US $ each year to keep them running . With a plethora of services and often jargon-filled product suites to choose from , the difficulty in selecting the right product is recognised by telco providers , although not adequately addressed . Nearly half ( 48 %) of telco providers admit they themselves would not be very confident making a purchase based on the current online buying process provided to customers .
Alongside chatbot limitations , telcos are facing other challenges preventing them from converting sales . Over half ( 52 %) of consumers are asking for a more humanlike interaction in the overall online buying journey , something which nearly all telco providers ( 98 %) admit they are struggling to offer .
GITEX GLOBAL reinforces its status as the world ’ s largest and most dominant technology event
GITEX GLOBAL 2024 took place last month , underscoring AI ’ s pivotal role as a transformative tool that will continue to reshape industries and drive business and economic growth globally .
During the week 6,500 exhibitors , 1,800 start-ups and 1,200 investors , alongside governments from more than 180 countries – marking the highest-ever international participation – gathered in Dubai , along with 200,000 visitors , solidifying the city ’ s reputation as a premier global hub .
The unparalleled event brought together the most influential names in technology from every corner of the globe , further cementing its position as the world ’ s largest and most impactful tech gathering .
This 44th edition of GITEX GLOBAL , held under the theme of ‘ Global Collaboration to Forge a Future AI Economy ’, not only set new benchmarks for innovation and business opportunities but also reinforced the event ’ s critical role in shaping a technology landscape increasingly defined by AI adoption .
Over the five days , numerous Memorandum of Understanding agreements were announced , with these strategic deals set to
accelerate the growth of the global AI market , projected to reach US $ 1,339.1 billion by 2030 , according to Markets and Markets .
With the inclusion of over 40 % new nations – including South Africa , Puerto Rico , Vietnam , alongside Europe ’ s largest-ever presence – GITEX GLOBAL has paved the way to forge new crossregional partnerships between leading and emerging tech nations that will accelerate the growth of the AI ecosystem even further .
Lynchpin Media had a stand at the event and carried out interviews throughout the week , held two roundtables and a successful awards evening . x
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