A new article from the Wall Street Journal quotes Corporate Insight’s Andrew Way on consumer frustrations with chatbots:

Banks, for example, boasted about the growing number of tasks their chatbots could perform, says Andrew Way, senior director of research at Corporate Insight, a market-research firm. “Saying ‘Hey, we can handle 100 tasks’ might make people think it can help with fee reversals or conduct transactions…when in fact it can’t,” says Way. Instead, he says, a lot of the tasks that chatbots could help with were answering simple, frequently asked questions that could just as easily be found on the website.

Read the full article in the Wall Street Journal.