Nearshore Americas
bot and human interaction

Optimal CX Requires Blended Bot and Human Experience, CGS Finds

Global BPO provider CGS has found that many consumers still prefer human agents to chatbots for their customer service engagements, unless dealing with simpler, fast transactions.

The study, entitled 2018 Global Consumer Customer Service Report, surveyed more than 500 US and UK individuals, looking at consumer preferences for customer service engagements, specifically chatbot usage.

Around half of the respondents will happily use a chatbot for a quick customer service need, while another 25% will reach out via email or social. Beyond that, nearly 50% of UK respondents and around 40% of US respondents prefer humans when they have a more specific, complicated request.

Read the full study here.

Matt Kendall

During his 2+ years as Chief Editor at Nearshore Americas, Matt Kendall operated at the heart of both the Nearshore BPO and IT services industries, reporting on the most impactful stories and trends in the sector.

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