Reason of transfer to human after chatbots misunderstanding Japan 2017

Published by Statista Research Department, Oct 13, 2020
This statistic presents the results of a survey by LivePerson about the reasons for being transferred to a human after a misunderstanding with a chatbot in customer care according to customers in Japan in 2017. As of April 2017, the majority of respondents, about 41 percent, felt that a human would understand what they need.

Reasons for being transferred to a human in case of a misunderstanding with chatbots according to customers in Japan as of April 2017

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Release date

January 2018

Region

Japan

Survey time period

April 13 to18, 2017

Number of respondents

500 respondents

Method of interview

Online survey

Supplementary notes

Original question: "Why would you prefer to wait for a human?"
This question refers to the previous question: "How should a chatbot react if it does not understand your question?"

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