News

Research: Consumers more comfortable dealing with customer service robots

April 2, 2019

Over half of consumers are comfortable interacting with a customer service robot on the phone, according to Aspect Software research that surveyed 2,000 consumers in the U.K.

Yet about 22 percent of those polled find human mimicking tech unsettling, and 21 percent would prefer a different way to communicate with a customer service agent.

The research, according to a press release, reveals that the human touch "is far from dead" when it comes to customer service and that "customer support should be about understanding the context behind any customer interaction and adopting an omnichannel approach to suit everyone."