Critical State of Automation in Customer Experience

When done right, automating customer service interactions can deliver value to customers, service workers, and the business's bottom line. 

But our recent survey indicates that the opposite is true.  

Businesses are investing significantly in automation but causing frustration and creating unnecessary risk. If something isn’t done differently, their intentions of creating greater value could actually lead to their undoing.  After surveying more than 1,700 US consumers, we found:

  • 80% found that using chatbots increased their frustration levels, and 72% felt chatbots are a waste of time
  • 78% were forced to connect with a human after failing to resolve their needs through an automated service channel
  • 54% believe that a phone call with a live agent provides the fastest resolution, and 73% cited first-contact resolution as the most significant key to improving customer experience

Download your copy to explore these, and other key findings of the executive insights report today! 

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