As technology evolves so is customer preferences. Recent polls have shown that more and more customers would prefer a bot versus a real person to interact with issues they may have. Though not as much on a personal level, when a bot performs well customers can get the answers they need at times faster than with a human representative. A bot for example has in its programming to more efficiently find the correct information which at times can eliminate the let me transfer you option that consumers may not have the time in their busy schedule for.
- 56% of people polled said they would rather wait to speak to a human customer service agent than speak immediately to a bot.
- However, 55% of the same people polled said they would prefer to speak to a bot if the bot were as accurate as a human.
- A representative from LifePerson, the company who conducted the study, stated that approval of bots is rising as customers receive good customer service from them.
“in a scenario where a bot is just as accurate as a human customer care agent, 55% of consumers said they would prefer to chat to a bot over a human.”