Human Interaction in Customer Service Still Preferred Despite Technology Innovations, New Research Finds
The goal is not to replace agents but rather, empower and inform them with tools and data insights to improve customer service interactions.
- The goal is not to replace agents but rather, empower and inform them with tools and data insights to improve customer service interactions.
- As AI continues to revolutionize contact center operations, it’s important to balance the human and AI approach to better meet these high customer expectations.
- Half (50%) of consumers surveyed stated having additional ways to contact customer service, such as live chat, would improve their next customer experience.
- Only 50% of respondents were satisfied with the wait or hold time in their most recent customer service experience.