GFI Software: chatbots are underused and frustrate customers with inaccuracies

More advanced AI technologies can deliver greater accuracy and customer satisfaction

PRAGUE, March 25, 2026 – GFI Software, a global leader in AI-based security and communications solutions for small and medium-sized businesses (SMBs), stated that, according to its survey among Czech and Slovak partners and customers, businesses currently have significant room for improvement in automated customer communication. The use of modern AI technologies can bring them greater customer loyalty and increased revenue in an extremely competitive market.

The survey revealed that, for example, e-commerce operators face risks associated with implementing and using technologies such as chatbots. Despite their potential to improve customer service, there are significant barriers that need to be overcome – typically limited vocabulary or insufficient understanding of context.

For example, three quarters of respondents stated that chatbots often do not understand more complex queries, leading to customer frustration and a loss of trust in the services provided. Another problem is the inaccuracy of the information provided, which nearly two thirds of users complain about. This again increases customer dissatisfaction, as customers expect fast and accurate answers. The survey showed that the overwhelming majority of customers do not use chatbots at all, and if they do, only when necessary.

Key survey findings:

• When customers are selecting a product in an online store, 21% are willing to spend a maximum of 5 minutes searching, 35% up to 15 minutes, 29% of respondents 30 minutes, and 15% even up to 1 hour.
• To obtain product information in online stores, they primarily use product documentation (88% of respondents), email contact (31%), telephone contact (21%), and chatbots only 17%.
• If they use chatbots, they do so only when necessary (65% of customers); 10% use them regularly, while 25% do not use them at all.
• The main barriers to wider chatbot use are considered to be failure to understand more complex queries (75%), inaccurate information provided (63%), and limited vocabulary (27%).

“The e-commerce market is extremely competitive and requires a fast response to customer demands,” said Marek Prorok, AI solutions specialist at ZEBRA SYSTEMS. “Investments in more advanced AI technologies can significantly increase accuracy and satisfaction, leading to greater loyalty and more repeat purchases. Technologies such as MyPersonas make it possible to create a digital twin of an employee and reduce the burden on human resources by automating basic queries and providing customers with fast answers. And thanks to access to an internal knowledge base, the information provided is more accurate and better contextualized than with current chatbots.”