Why Don’t Some People Use Chatbots?

Approximately half of U.S. adults avoid chatbots due to privacy, accuracy concerns, or disinterest. To address these issues in customer service, companies are implementing grounded chatbots. These bots are restricted to answering from defined sources, such as a company knowledge base, and must cite their sources or admit when they lack information. This design prevents AI from guessing confidently but incorrectly, ensuring the company can stand behind every answer provided to its customers during support interactions.