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.