CGS Survey Reveals Consumers Prefer a Hybrid AI/Human Approach to Customer Service. Is there Chatbot Fatigue?

In the "2019 CGS Customer Service Chatbots & Channels Survey," more than 1,000 U.S. consumers shared their feelings on integrating AI in customer service. How do consumers feel about AI -- fair, fulfilled, fearful, frustrated? The results showed that consumers willingness to use AI as a go-to resource may be waning as they struggle to have productive interactions. 

This infographic reveals consumer expectations and concerns related to driving meaningful connections with brands. 

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