The Good, the Bot, and the CX: Freshworks Examines AI in new Report

December 11, 20192min

Customer engagement software specialists Freshworks has shed light on how customers interact with AI tech such as chatbots in an insightful new report.

In AI in Customer Service: A Survey Report from Europe, responses from 6,000 customers and 800 senior business leaders across the continent were analysed to provide answers on what consumers think of the growing technology.

The research reveals that 41 percent of European consumers “see no benefit of chatting with a bot”, while 29 percent said answers from bots “did not help solve their problem”.

For brands, Freshworks has found that 25 percent are currently using artificial intelligence solutions to improve customer service.

The research was commissioned to highlight the disconnect between what brands believe they are providing, and what exactly customers themselves say about the services.

Among the experts providing insight in the report is CX advisor and author Adrian Swinscoe. He said: “There’s been a significant gap in brand and customer perception of the type of service being delivered and received for some time.

“The addition of new technology and new channels, in many ways, is exacerbating the situation, as customer expectations increase, and businesses have to manage more ways of communicating than ever before.”

Click here to download the full report.

 

 

 

 

 

 


Paul Ainsworth

Paul Ainsworth

Experienced Irish journalist and former newspaper editor now helming executive editorial duties with Customer Experience Magazine, the UK's premier online source for Customer Experience news, features, and opinion, along with its sister site, CXM World.




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