Makebot, an AI specialist company based on artificial intelligence, conducted a perception survey on companies that adopt and provide chatbot services following the publication of the 2023 APAC (Asia-Pacific) Chatbot Trend Report.
With the emergence of new AI technologies such as ChatGPT, demand and interest in advanced chatbot services have surged, allowing us to confirm the impact on brand image according to companies providing chatbot non-face-to-face services.
- Brands providing chatbot solutions received positive responses as ‘efficient’ and ‘ready to communicate’
Among APAC respondents, 49% stated that companies or brands using chatbot solutions are efficient, representing a very high proportion. Following this, 35% responded that these companies/brands are ‘ready to communicate,’ indicating a positive image of being open to communication.
According to the report, in India, where chatbot familiarity and usage rates are particularly high, companies/brands providing chatbot services were highly evaluated, with opinions that they are innovative (56%) and efficient (56%). Notably, 57% responded that they perceive these companies/brands as having the ability to provide unique and distinctive experiences through chatbot services.
- Negative image increases for companies and brands not providing chatbot services
40% of all APAC respondents considered companies (brands) that do not provide chatbot solutions and services as technologically unadvanced, 39% responded that they are inefficient, and 26% said they lack a long-term vision, confirming that such companies may be perceived negatively.
- Top 3 most important factors when using a brand’s (company’s) chatbot
A significant 74% of respondents cited ‘the chatbot’s ability to correctly understand and support requests’ as one of the essential requirements when companies implement chatbot services. This was followed by options such as ‘agent transfer’ and ‘multilingual functionality.’
The report suggests that the majority of people recognize chatbots as useful tools for brands, and that service quality, such as accurate and correct feedback, connects to customer experience, ultimately influencing corporate brand image and preference.
Kim Ji-woong, CEO of Makebot, stated, “As chatbot services have become essential communication tools between customers and companies, the quality of chatbot services significantly impacts corporate brand image.” He added, “In particular, high-quality chatbot services with high accuracy not only improve work automation and customer convenience but also enhance various positive images of the corporate brand such as communication, innovation, and efficiency.”
He continued, “Chatbots are effective solutions that strengthen customer service and relationships and improve brand image, enabling companies to attract more customers in the long term. Accordingly, Makebot will continuously provide companies with advanced, high-quality chatbot platforms.”
Meanwhile, Makebot, a leading domestic chatbot company with numerous success cases in various fields such as aviation, finance, public institutions, shopping, education, and healthcare, provides industry-specific chatbot-based automation systems, greatly contributing to improving efficiency and generating positive corporate images across various industries and many companies.
The Chatbot Trend Report has been published annually since 2018, compiling data through proprietary local research in major APAC countries, presenting the vision and direction for the chatbot industry’s future. The chatbot adoption and report download are available through the Makebot website.
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