Bots answer over 62% of customer queries satisfactorily in a post-Covid world: study


Bots have been satisfactorily answering 62 per cent of customer queries in the e-commerce industry, reveals a new study conducted by the world’s leading customer support automation platform This study becomes significant as it highlights the steady growth in the number of online transactions since the emergence of Covid in the world. The survey analyzed 1.8 million queries from 35 brands across the Middle East, South-East Asia and India to understand the average metrics that an e-commerce company should monitor to provide the required quality of customer service. Commenting on the study results, Gaurav Singh, Founder & CEO of, said, “Consumers will no longer tolerate sub-par digital support experiences as they may have before the crisis.

Retailers have to ensure their brand is ready to provide consistent, instant, and accurate support experiences across devices and channels. Automation is providing customer support teams with the ability to handle large numbers of queries in accelerated time.” “Most e-commerce companies have been shifting to bots to complete orders and handle the myriad customer queries they receive. E-commerce companies are dealing with impatient customers who demand service response as soon as possible,” he added. One such metric is Bot Deflection more...