Chatbot has had an extreme increase in popularity when it comes to replacing customer support in the past couple of years. How are chatbots used in customer support? What benefits come from implementing a chatbot in a business, how would time, economic, and does people trust chatbots? How will the future of chatbots and AI be? And how would the future look like if chatbots advances at the same pace asAI is doing right now? These are some of the questions that this study will try and answer.

An online survey questionnaire was conducted by asking participants how chatbots affect the common day to day life and what improvements they want to see. 39%of the responders said they spent an average of between 10-20 minutes in customer support queues. By using a chatbot instead this wait time can be removed and you can get help immediately.

The motive behind this study is to see if chatbots are capable of becoming more advanced and therefore be able to help customers with more advanced questions. Maybe chatbots won’t become a replacment for human customer support, but maybe they will be able to help businesses more than they are doing now.

Implementing chatbots for companies has a positive outcome where time spent and economic efficiency would be affected. Advancement in the medical and stores business would see an increase in the future of chatbots.

The conclusion to this study revealed that chatbots can aid you in the customer support part of your business, they are more cost efficient than human customer support, they provide your customers with 24/7 access to support. Though right now chatbots aren’t advanced enough to help customers with more advanced questions so for those questions you will still need a human customer support.