Comment on Man or Machine? For Better Customer Service, Use Both

Man or Machine? For Better Customer Service, Use Both

By next year, 85% of all customer interactions will be handled without a human agent. Yet nearly the same percentage of consumers (79%) wants human-based service. Computers may be more capable than ever, but most customers still prefer to interact with other human beings. The key to making machines work for customer service isn’t to bypass your agents entirely; it’s to treat automation technologies as their technicians.

 

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