Fighting Bias In Customer Service: Why It Matters And Where To Start

This report analyzes the risk for bias in customer service interactions, along the lines of race, gender identity, ability, and other characteristics. We considered each input to a customer interaction and considers where bias can creep in. Brands face heightened expectations for social activism, complicated technology, exhausted agents, and social media virality at any moment. As a result, the stakes have never been higher for bias. Readers of this report will understand how to immediately triage and mitigate this risk.