Trends Report

Stop Trying To Replace Your Agents With Chatbots

Four Approaches To Using Chatbots To Augment Your Agents Offer Clear Benefits For Companies And Customers

April 17th, 2019
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
With contributors:
Daniel Hong , Rachel Birrell , Sarah Dawson , Peter Harrison

Summary

Customer service organizations are in a heightened state of chatbot mania. Many are rushing to replace their agents with chatbots, believing that doing so will cut costs and increase efficiencies. But removing agents from the service workflow is not the only — or even the easiest — way to gain those efficiencies. Customer service leaders should read this report to learn four approaches to, and the benefits of, agent augmentation — not replacement.

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