Another Shocker! Most Consumers Prefer Chatbots to Live Customer Service Agents
In fact, 38% prefer cleaning toilets to contacting customer service, according to this survey from contact center vendor Aspect. Ouch! Aspect found that 71% would rather solve problems without talking to a live agent, although they want a live agent available if they need oneBusiness. Buried on the last page but relevant to Customer Data Platforms: 80% expect company agents, whether humans or robots, to have every previous interaction available when they reach out for service.