Trends Report

Companies Miss Opportunities By Steering Customers Away From Human CSRs

February 19th, 2020


Customers and firms have wildly different expectations for the quality of chatbot conversations. Firms aren’t fooling anybody with their efforts to avoid calls, as customers easily lose their way as they attempt to reach a human service representative. Customers are so fed up with evasive tactics that they share tips on how to reach service representatives and are fighting back with automation of their own.

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