VentureBeat October 14, 2021
A new survey conducted by Replicant found that nearly 80% of consumers indicated they would prefer to speak with a virtual agent or machine to avoid long hold times. Moreover, 57% of consumers would speak with conversational AI even if the hold time was only five minutes.
Beyond consumers’ willingness to speak with AI, the survey found pervasive customer service problems, with 91% of consumers reporting they have experienced poor customer service in the past six months.
Consumers say auto and home insurance companies have had the best customer service since the pandemic began, while cell phone and internet providers ranked the worst. Airlines, in the news for long hold times, came in second place for worst customer service overall...
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