November 15, 2018
When it comes to getting an issue or problem solved with a retail purchase more than half of consumers prefer speaking with a live customer service agent on the phone.
Yet that doesn't mean consumers aren't embracing automated channels such as chatbots and AI, reveals a Usabilla study.
In fact, 60 percent of those polled who haven't used a chatbot option would be comfortable doing so, according to a press release on the study, "In the Age of Automation, Customers Want More Human, Less Machine."
"Today's consumer is engaging with brands across a variety of touchpoints, and they crave simplicity and convenience in these experiences, meaning it's more critical than ever to strike the right balance between automation and high-touch human interaction," said Katie Hickey, marketing manager at Usabilla, in the release.
"That said, robots won't and shouldn't be taking over customer interactions. While our research finds that consumers across generations are open-minded about using tech like chatbots and AI, they still trust humans when it comes to solving complex problems or dealing with sensitive information, such as filling a prescription or making a bank deposit."
