NASDAQ OMX

eGain Corporation :Consumers Say No to Chatbot Silos in US and UK Survey

Dela

Independent survey of 3000 consumers by Chatbots.org reveals that lack of integration with human-assisted service is the biggest pain point in using virtual assistants

SUNNYVALE, Calif. and NEWBURY, United Kingdom, Feb. 07, 2018 (GLOBE NEWSWIRE) -- eGain (NASDAQ:EGAN), the leading provider of cloud-based customer engagement solutions, today announced that chatbot silos are the biggest hurdle for consumers in using virtual assistants. The finding is from an independent survey of 3,000 consumers, conducted by Chatbots.org.

Established in 2008, Chatbots.org is a global community devoted to the promotion of AI for business and societal value. The organization collaborates with businesses and academic institutions, sharing new developments in AI technologies such as chatbots and reasoning, and propagating best practices in leveraging them.

Sponsored by eGain, the research was conducted by Chatbots.org in Q4 calendar 2017 across the US and the UK, using SurveyMonkey(TM). Responses were compiled from 3,000 consumers who had used a chatbot for customer service in the prior 12 months. Key findings and corresponding viewpoints from Chatbots.org and eGain are:

  • 59% of respondents (62% in the US and 55% in the UK) found that having to repeat information and context to a human agent in the event of escalation from chatbots was the biggest hassle by far in using virtual assistants1Not surprisingly, this is a result of chatbot deployments that are completely disconnected from agent-assisted touchpoints.
  • The second biggest deterrent at 32% (29% US and 37% UK) was chatbots "getting stuck and not knowing what to do next." This is a common problem that arises from a lack of focus on knowledge management to empower chatbots.
  • 53% of the consumers surveyed (54% US and 52% UK) found chatbots to be "not effective" or only "somewhat effective." US consumers were harsher in their assessment of chatbots with 14% rating them as not effective versus only 5% of UK consumers. This is perhaps an indication that US consumers are challenging chatbots with more complex questions than UK consumers.
  • Younger consumers thought that chatbots were more effective-where 22% of Generation Z and 15% of millennials rated them as "very effective," only 12% of boomers and the silent generation gave them the same rating. This is likely due to the positive attitude that digitally savvy Gen Z and millennial consumers have towards chatbots.
  • Consumers with higher education found chatbots to be twice as ineffective as the less educated consumers did-13% of respondents with undergraduate or graduate degrees rated chatbots as "not effective" versus 7% of those with high school diplomas or incomplete high school education. This could be because educated consumers challenge chatbots to resolve more complex service problems.

"We wanted to understand the barriers consumers face in using chatbots in order to promote their adoption," said Erwin van Lun, CEO and founder of Chatbots.org. "The survey findings will help technology providers improve their offerings while helping businesses select and deploy chatbots the right way to make it easy for consumers."

"eGain is a pioneer in chatbot and AI technology with over 20 years of experience in the domain," said Ashu Roy, eGain CEO. "The survey validates our vision of unifying chatbots and other touchpoints through a customer engagement hub to enable seamless, omnichannel customer service journeys."

More Information

An infographic containing key findings can be downloaded at http://www.egain.com/resources/egain-chatbot-survey-2018/.

To learn more about eGain Virtual Assistant and other AI knowledge solutions, visit:

http://www.egain.com/products/virtual-assistant-software/

http://www.egain.com/products/knowledge-management-software/

http://www.egain.com/products/web-self-service/

http://www.egain.com/try-buy

About Chatbots.Org

Chatbots.org is an international platform for vendors, users and developers of chatbots for customer service, e-commerce and marketing. Erwin van Lun, CEO of Chatbots.org, founded the community after he predicted that chatbots will gradually become the #1 customer communication channel for brands in his (Dutch) book 'Van Massamerk naar Mensmerk' in 2005. He has given over a hundred speeches in eight countries since.

About eGain

eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in an omnichannel world. To find out more about eGain, visit http://www.egain.com.

eGain, the eGain logo, and all other eGain product names and slogans are trademarks or registered trademarks of eGain Corp. in the United States and/or other countries. All other company names and products mentioned in this release may be trademarks or registered trademarks of the respective companies.

eGain media contact

Corporate
Tim Cox

ZingPR on behalf of eGain
Tim@ZingPR.com 

Europe
Jane Stewart 
Phone: +44 (0)1635 800087, Ext. 5118
Email: press@egain.com 

_____________________

1 Consumers were asked to select up to two hurdles.




This announcement is distributed by Nasdaq Corporate Solutions on behalf of Nasdaq Corporate Solutions clients.
The issuer of this announcement warrants that they are solely responsible for the content, accuracy and originality of the information contained therein.
Source: eGain Corporation via Globenewswire

Om

NASDAQ OMX
NASDAQ OMX



Följ NASDAQ OMX

Abonnera på våra pressmeddelanden.

Senaste pressmeddelandena från NASDAQ OMX

Inspiration Mining to File a Complaint with OSC Against Stockwatch20.2.2018 21:35Pressmeddelande

TORONTO, Feb. 20, 2018 (GLOBE NEWSWIRE) -- Inspiration Mining Corporation (the Corporation) (CSE:ISM) reports that Stockwatch, a Vancouver based news service, has published incorrect news. Inspiration intends to initiate a one (1) for two (2) FORWARD SPLIT. Inspiration fully intends to bring forth a resolution at its upcoming Annual General Meeting to initiate a FORWARD SPLIT, on a one (1) old share for two (2) new share basis. For further information, please contact Randy Miller, Chief Executive Officer of the Corporation, at tel: 416-842-9000, www.inspirationmining.com. The CSE has not reviewed and does not accept responsibility for the adequacy or accuracy of this release. This press release contains forward-looking statements based on assumptions, uncertainties and management's best estimates of future events. Actual results may differ materially from those currently anticipated. Investors are cautioned that such forward-looking statements involve risks and uncertainties. Important

Aurora Releases Third Quarter Results20.2.2018 21:08Pressmeddelande

Aurora Solar Technologies Inc. / Aurora Releases Third Quarter Results . Processed and transmitted by Nasdaq Corporate Solutions. The issuer is solely responsible for the content of this announcement. NORTH VANCOUVER, British Columbia, Feb. 20, 2018 (GLOBE NEWSWIRE) -- Aurora Solar Technologies Inc. ("Aurora")("Company") (TSX.V:ACU) (OTCBB:AACTF) (FSE:A82), a leader in inline measurement and control technology for the photovoltaic manufacturing industry, released today its third quarter results. Revenue for the quarter was $337,325, gross margin was 62.9%, resulting in an operating income loss of ($398,959). Year-to-date for nine months, the Company has recognized $1,903,020 in revenue, an increase of 238% over the same period last year. The operating income (loss) year to date was ($674,983), a reduction of 67.7% from the same period last fiscal year. The Company also confirms, excluding new potential orders, that it has unrecognized revenue from shipments and order backlog of approxi

Bermuda Principles event merges science and business20.2.2018 16:36Pressmeddelande

HAMILTON, Bermuda, Feb. 20, 2018 (GLOBE NEWSWIRE) -- Scientists and researchers from around the world are gathering in Bermuda this week for the second edition of a conference exploring the field of genetic research. Premier the Hon David Burt will officially open "Bermuda Principles: Impact on Splicing" Wednesday evening at the Fairmont Southampton. The conference, which runs through Saturday, has registered 50 delegates, along with an impressive roster of 36 speakers and panellists from 11 countries, including Australia, Denmark, Switzerland and South Africa. Among the attendees are prominent geneticists, scientists, professors, researchers, PhD students working in international labs, biotech representatives and investors. "I am elated to see the growth of the conference since last year's event," said Bermudian Dr. Carika Weldon, a biomedical researcher with her own lab at De Montfort University, UK, who conceived of the event and launched it last February. "My main aim has been to p

Globecomm Joins Amazon Web Services Partner Network20.2.2018 16:00Pressmeddelande

Highlights Globecomm establishes direct access to Amazon Web Services (AWS) Direct Connect at key datacenter locations. Customers in U.S. Government, media and entertainment, enterprise video and the Internet of Things (IoT) can interoperate cloud-based services with Globecomm's global satellite and fiber network to reduce capital expenditure and ramp up networks and services faster. Globecomm's suite of Software-as-a-Service (SaaS) applications run on AWS, accessible across both AWS and Globecomm's global network. Globecomm's team in place to design, develop and deliver cloud-centric as well as hybrid architectures for end-to-end services and customer solutions. HAUPPAUGE, N.Y., Feb. 20, 2018 (GLOBE NEWSWIRE) -- Globecomm announced today that it has joined the Amazon Web Services (AWS) Partner Network (APN) as a Standard Technology Partner. This agreement will enable Globecomm to seamlessly interoperate its global satellite and fiber network with AWS's storage, compute and cloud conte

Elite Capital & Co. awarded Infrastructure Project Finance Provider 2018 by New European Economy20.2.2018 15:41Pressmeddelande

LONDON, Feb. 20, 2018 (GLOBE NEWSWIRE) -- The Information Department at Elite Capital & Co. Limited (ECC), announced today that the company features in the specialized and prestigious New European Economy Magazine in its January 2018 issue in Britain and the European Union countries as the "Infrastructure Project Finance Provider 2018". The award is the result of focused efforts and synergy between the ECC Board of Directors and our employees and strategic partners all over the world over the past years. It also reflects the ability of the Company's strategy to adapt to the prevailing global economic circumstances and testifies to the viability of the planning process adopted by the Board of Directors. Dr. Faisal Khazaal, Chairman of Elite Capital & Co. commented on the occasion, "I should thank Mr. George Matharu, President of ECC and his Board Members who make ceaseless efforts towards ensuring that ECC continues to occupy a prestigious position in the field of finance and economy in

New MindManager 11 for Mac: Visually Capture, Organize, and Share Information to Drive Project and Business Success20.2.2018 15:26Pressmeddelande

Powerful mind mapping and information visualization software introduces its most robust Mac version yet; complete with new diagram types, an expanded template library, advanced mapping capabilities, and improved sharing options OTTAWA, Feb. 20, 2018 (GLOBE NEWSWIRE) -- Introduced today, MindManager® 11 for Mac brings new elegance and efficiency to the way individuals and teams organize ideas, tackle tasks, and achieve their goals. Already a leader in mind mapping and information visualization on the Mac, MindManager's new release offers advanced mapping capabilities, new diagram types and templates, and easy ways to share and publish your work - all delivered within a redesigned interface optimized to enhance productivity. Individuals, small businesses, and global organizations rely upon MindManager to efficiently brainstorm and organize ideas, communicate knowledge effectively, and execute project success. MindManager enables users to turn unstructured ideas and information into dynam

I vårt pressrum kan du läsa de senaste pressmeddelandena, få tillgång till pressmaterial och hitta kontaktinformation.

Besök vårt pressrum