Human Interaction still matters for Customer Support

As much as consumers crave convenience, a new report finds they still prefer human interaction when it comes to customer support. In its annual Global Consumer Customer Service Report, Computer Generated Solutions (CGS) examined consumers’ preferences for service interactions, specifically chatbot usage. According to the study:
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• Only about half of all respondents said that they would turn to a chatbot for a quick customer service need. Another 25 percent say they would reach out to a company via email or social media.
• Beyond simple customer support, many consumers still prefer human agents to chatbots. Nearly 50 percent of U.K. respondents and around 40 percent of U.S. respondents said they'd prefer a person.
• CGS recommends using artificial intelligence-powered (AI) solutions to manage quick service requests and using human agents to take a more strategic role in the contact center, focusing on detailed, complex customer inquiries.

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