Insights about Chatbot Usability by Age Group

Insights about Chatbot Usability by Age Group

Recently, many companies introduce a chatbot. So, what kind of people is using the chatbot? Most people will be curious about its usability because the chatbot is a new thing.

In the present, most chatbots are not perfect. Actually, it can be said that it is not perfect, but has a wide variation in its quality. Some chatbots can cover most question by the customers, however, some chatbots cannot make the answers for the simple questions.

So then, let’s check chatbot’s usability by an age group.
The following information and examples are referred by one of the chatbot projects in the finance industry.

#Age Group of Using Chatbot is Similar to on the existing Digital Channels.

The proportion of the age groups using the chatbot is similar to on the existing digital channels. (such as on the web or mobile). Its proportion of the age groups is not dramatically changed by the chatbot. However, there will be possibilities to change it by doing marketing activities or chatbot strategy.

#Young Age Group Is Doubting to the Chatbot

Generally, the chatbot customers are composed of young people. When it comes to its active user, the biggest part of its proportion is 30s~50s. (it is considered by the characteristics of the finance industry). However, in the view of user behaviors, it will be hard to say that a bounce rate on the chatbot service is better than the existing digital channels.

In other words, young customers or users can easily judge if the services you use are offered by the chatbot or not, because they well know about ‘Digital’. At the same time, they are quickly out of the service if being uncomfortable. Also, few customers often do strange actions on the chatbot because of its high expectation. (like using unspeakable foul language)

#Old Age Group Easily Follows the Requests by the Chatbot.

On the other hands, what about chatbot usability for the old age group? A number of the chatbot active users is not much.

However, there is unexpected result and insight.

Even though its number is low, their completion rate for the service is so high. In other words, they have no doubt about the chatbot. Therefore, they easily follow the process offered by the chatbot. Rather, they have high satisfaction and loyalty by finishing the chatbot service. In the business view, it is interesting fact that a value per a visit of old age group is higher than other age groups.

#A Type of Noun is Gathering In Conversation Chatbot

Perfect A.I chatbots are not much in the world. And, most users in the digital world know about the chatbot, and are smarter than we recognize. In the initial stage, most customers made complicated and long questions on the chatbot because they expected A.I (Artificial Intelligence).

However, as the time goes by, they started to study and well know about A.I and chatbot. And, it seems that they realize the questions should be simplified to get the answers they want. This situation is clearly proved by data from the project. In other words, a combination of nouns more appears than a type of the sentence.

#Consideration about Re-Visit

The rate of re-visit on the chatbot is higher when a company has a good chatbot service and its quality is great. It is a natural fit because of the platform most people frequently use. Of course, in the case of re-visit, it is mainly composed of young age group.

#Conclusion…

Insights about Chatbot Usability by Age Group

Chatbot’s usability has unexpected insight and the difference from other digital channels. Even though the above contents on this article cannot be generalized, they are meaningful and valuable. Based on this new insight, your business will be able to make new value and something new.