Nearshore vendors and buyers are investing between US$50,000 and US$100,000 on chatbots in a bid to improve customer experience,according to our 2018 survey. The implementation of chatbots by nearshore vendors and buyers has led to improved customer experience, improved efficiency and lower business costs, the survey found. Nearshore Americas surveyed 179 vendors and 142 clients, 91% at the executive or senior management level, between May and June 2018. All of those surveyed currently use or sell chatbots.
For those surveyed, the focus was on improving customer experience. Despite widespread adoption, there were concerns about the use of chatbots, primarily around security and data protection, negative customer feedback, and retaining brand culture.