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Prior research has found that when consumers have to wait longer than 47 seconds to have their issue resolved via chat, they will rate the interaction as "poor." Today's new study reveals that consumers are willing to wait an average of 13 minutes to be transferred to a human, indicating that consumers expect a time-consuming, frustrating, and ultimately disappointing experience whenever they enter a live chat This reveals a major missed opportunity – chatbot vendors have clearly prioritized quantity of interactions over quality of experiences. However 49% of consumers rate their willingness to actually use a chat as "neutral." In other words, chatbots are becoming more ubiquitous yet customers are not showing a strong willingness to use them. This study found that chatbot usage has doubled since 2020: 18% of consumers have used a chatbot in the past three months, compared to 9% in 2020. However, when a chatbot fails and there is no option to transfer to a live agent, the impact is disastrous for the business: Such experiences make 60% of consumers less likely to remain a customer. The study also found that a seamless transfer from bot to human results in 60% of consumers being more likely to continue to do business with the brand in the future. According to the report, generated from the results of a survey of 1,000 US adult consumers, 80% become much more willing to use a chatbot if they know they can easily and quickly transfer to a live person. NASHVILLE, Tenn., Ap/PRNewswire/ - A new thousand-person consumer survey released by Simplr today finds that, while Boomers, Gen X, Millennials, and Gen Z have different impressions of customer service chatbots, they can all agree on the fundamental necessity of easy transfers to a live human. 1,000-person study also uncovers generational differences in chatbot perceptions and satisfaction