Signal 73% say they have used a chatbot for queries, but only 57% are satisfied

Summary

Capgemini finds chatbots widely used but only moderately liked. Almost three-quarters of consumers, 73 percent, have turned to a chatbot for a query at least once. Among those users, just 57 percent say they were satisfied with the experience. Brands deploy these tools to give instant, around-the-clock help with product details, stock, promotions, and after-sales support. The report concludes that execution is not keeping pace with adoption, leaving a sizeable gap between use and satisfaction.