69% of consumers prefer to use chatbots because they deliver quick answers to simple questions
How are customer service teams using chatbots?
- 53% of service organizations expect to use chatbots within 18 months — a 136% growth rate that foreshadows a big role for the technology in the near future.
- 64% of agents with AI chatbots are able to spend most of their time solving complex problems, versus 50% of agents without AI chatbots.
These findings come from the latest “State of Service” survey of 3,500 customer service professionals around the world. Chatbots can help support triaging issues, and can even resolve them quickly, allowing humans to focus on the more complex issues that require their attention.