Chatbots are increasingly being preferred as customer service representatives, and the trend could mean less live agents.
Robots ready to serve
According to a recent poll by Aspect Software, “Digital employees” are fast becoming a more accepted form of customer support.
The poll surveyed agents and consumers alike to suss out the current climate for what has been dubbed the “chatbot revolution.”
Brands are increasingly opting for chatbots due to their brand "loyalty" and multifaceted skillsets.
Machines are our friends
Marketers are keen on chatbots thanks to their tailored roll of being ideal brand ambassadors. Aspect Software predicts the use of chatbots to increase by 1000% by 2020.
Apparently customers prefer chatbots for small questions, but 86% of customers polled prefer a live agent when more complex issues arise.
It seems a dual-pronged approach of chatbots and live agents is the best formula for success, with frequently asked questions to be fielded by artificial agents and more complex issues handled by live agents.
Yes as chatbots become increasingly more advanced, this could alter.
When having a product issue, would you rather deal with a chatbot or a live agent? Why? Let us know in the comments below.