Customers prefer bots over customer service agents for simple tasks | News

If customer service bots are just as accurate as a human customer care agent, 55% of customers would prefer to chat to a bot over a human, according to new research. [Read More]

Summary… * Machine-Made


US – If customer service bots are just as accurate as a human customer care agent, 55% of customers would prefer to chat to a bot over a human, according to new research.
Some consumers, especially in Europe, said that they occasionally lie or exaggerate their issue to a customer care agent in order to get what they want.
However, in a scenario where a bot is just as accurate as a human customer care agent, 55% of consumers said they would prefer to chat to a bot over a human.
"We're continuing to see consumers shift to a more positive perception of bots as they experience the high-quality service that many bots offer, working alongside human customer care agents," said Rurik Bradbury, global head of communications and research at LivePerson.
"This research is part of an ongoing effort to understand consumers’ evolving perceptions of bots and provide our customers with insights and best practices for implementing bots within digital and customer care organisations."

Opinion… * Man-Made


According to new research, 55% of customers would prefer to chat to a bot over a human. #Chatbot #AI #Trend

Source: Research Live