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70% consumers still want human interaction versus bots

November 30, 2018

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Retailers with large-scale service needs are increasingly turning to various forms of automated technology to support customer service operations. When you consider how much money might otherwise be spent on staffing up call centers with humans, it’s easy to see why.

Retailers have pushed hard in recent years to develop chatbots and other forms of automation that can handle at least some customer service requests, particularly those originating via social media from mobile phones. But, a large number of consumers still are not comfortable with the notion of talking to a robot, nor do they believe that technology is going to solve their problems.

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