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Customer Perceptions of AI & AI Chatbots

Blog VOC about AI chatbot
Jan 25, 2024
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Chong Bu Won
Technical Program Manager
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A Dive into User Sentiment and the Role of Chatbot API, Chat Widget, and Chatbot UI

AI chatbot is revolutionizing the way businesses engage with customers and optimize their operations. From providing instant support to automating routine tasks, AI chatbots offer a myriad of benefits that drive business growth and enhance customer satisfaction.

Amid the ongoing AI revolution, the discourse often revolves around the capabilities of advanced chatbots like ChatGPT and their transformative impact on industries. However, the crucial aspect of user sentiment towards these technological wonders often takes a back seat. A recent Gartner study conducted between December 2022 and February 2023 revealed that a mere 8% of B2B and B2C customers engaged with a chatbot in their most recent customer service interaction, with only 25% expressing willingness to use them again.

As the chatbot landscape undergoes a transformative shift, our recent user research aimed to answer a pivotal question: "How are people's feelings towards customer service bots changing with the arrival of LLM-powered chatbots?" In this context, the integration of chatbot API, chat widget, and chatbot UI takes center stage.

Traditionally, users expressed discontent with conventional chatbots, viewing them as obstacles hindering direct communication with human agents. Quality varied widely, amplifying the preference for immediate human support. Limited natural language skills fueled frustration, making interactions feel clunky and keyword-dependent.

Enter the era of AI-driven chatbots, exemplified by the likes of Sendbird AI Chatbot, seamlessly integrating chatbot API, chat widget, and a user-friendly chatbot UI. The arrival of ChatGPT has revolutionized user expectations, instilling confidence that AI chatbots, powered by advanced chatbot APIs, can comprehend queries and provide meaningful assistance.

The conversational flow, a critical aspect of chatbot interactions, has seen a marked improvement with the advent of ChatGPT. While AI chatbots may not replicate the feeling of conversing with a human entirely, they exhibit a naturalness previously unseen in the stilted patterns of traditional chatbots. The integration of a user-friendly chatbot UI and chat widget further enhances the overall user experience.

AI bots like Sendbird’s AI chatbot, with their advanced chatbot API, are exceeding expectations, providing better resolutions in a more natural manner. However, the study highlights that not everyone is ready for a bot-only customer service experience. The comfort of knowing that human support is available remains a significant factor.

In this swiftly evolving landscape, customer expectations will undoubtedly adapt and develop. The assurance that Sendbird AI chatbot can seamlessly connect users to a human agent in case of unanswered queries enhances customer trust, providing confidence and reducing the risk of frustration. As we navigate this dynamic realm, it's evident that user perceptions of AI chatbots, shaped by advanced chatbot APIs, intuitive chat widgets, and user-friendly chatbot UIs, are in a state of flux, making this an intriguing area of ongoing research in the months and years to come.

Real-Life Examples of AI Chatbots

Customer Support

A leading e-commerce platform implements an AI chatbot to provide customer support services. The chatbot assists users with product inquiries, order tracking, and returns processing, offering instant assistance and resolving issues in real-time.

Travel Industry

A travel agency deploys an AI chatbot on its website to assist customers with booking flights, hotels, and rental cars. The chatbot utilizes natural language processing to understand user queries and provide personalized recommendations based on travel preferences and budget constraints.

Banking Sector

A bank integrates an AI chatbot into its mobile banking app to offer users account management and financial advisory services. The chatbot helps users check account balances, transfer funds, and set up savings goals, providing personalized insights and recommendations to help users make informed financial decisions.

Benefits of AI Chatbots

24/7 Availability

AI chatbots are available round-the-clock, providing customers with instant support and information whenever they need it. This ensures a seamless and uninterrupted user experience, regardless of time zones or business hours.


AI chatbots can handle a large volume of inquiries simultaneously, making them highly scalable. Whether it's addressing customer queries or processing transactions, chatbots can efficiently manage high-demand situations without compromising performance.


By leveraging data analytics and machine learning algorithms, AI chatbots can deliver personalized experiences tailored to each user's preferences and past interactions. This personalization enhances user engagement and fosters stronger customer relationships.

Cost Savings

AI chatbots reduce the need for human intervention in routine tasks, leading to significant cost savings for businesses. By automating repetitive processes, chatbots free up human resources to focus on more strategic tasks and initiatives.

Improved Efficiency

AI chatbots streamline workflows and automate time-consuming processes, resulting in improved operational efficiency. Whether it's handling customer inquiries, scheduling appointments, or processing orders, chatbots expedite tasks and minimize manual effort.

How to build AI chatbot for your business

If you’ve found yourself asking: Can I create my own ChatGPT chatbot on mobile or website?

You can, easily, with Sendbird’s ChatGPT capabilities.

With the introduction of ChatGPT-powered chatbots by Sendbird, businesses can now engage state-of-the-art technology to build custom ChatGPT chatbots that revolutionize the customer experience.

GPT AI takes chatbot interactions to a new level with human-like and personalized interactions. The experience improves user engagement and satisfaction, which drive applications' top-line revenue growth. In addition, cloud-based automation boosts operational efficiency with 24/7, scalable, and global availability.

With Sendbird's new ChatGPT integration and chatbot API and chatbot UI, you can now build your own ChatGPT chatbot in minutes.

Anyone can do so with zero coding experience in the dashboard, and developers with just a few lines of code using the Chatbot API of Sendbird's platform. If you need to embed ChatGPT chat in your app, build a quick proof of concept to get used to our simple chat APIs.

Once ready to turn on the ChatGPT chatter in your app, start a 30-day free trial.

Now go have fun building a chatbot with ChatGPT! 🤖 💬

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