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Chatbots are everywhere these days. They cost less than human agents, reduce chances of error and don’t take any bathroom breaks. But when it comes to dealing with customers, a study by CGS offers a fascinating insight. Despite what many ‘futurist’ would have you believe, most customers still prefer human agents over chatbots. The report recommends using AI solutions to manage less-complicated queries and human agents to take on a more tactical role. Human touch combined with the proficiency of AI can create a seamless end-to-end experience.