Chatbots Deliver Speed, But Consumers Still Want Humans. Are We Moving too Quickly to Automation?

Despite today’s technology-dependent environment, CGS’s 2018 Consumer Customer Service Survey of more than 500 U.S. and U.K. participants found that many consumers still prefer human agents to chatbots for their more complex customer service engagements.

Digital channels may be more popular, but that doesn't mean consumers are willing to sacrifice quality for speed when it comes to personal or complex issues. This infographic reveals consumer expectations and concerns related to chatbots as well as data management. 

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