Chart: The customer service tasks that consumers most dread

Chatbot assistant concept2

New research by the Institute of Customer Service (ICS) reveals half of consumers feel that service is overly automated

Generative AI is making lots more possible when it comes to customer service online, whether that is driving product recommendations or triaging customer complaints. However, a sizeable share of consumers remain sceptical of whether technology is making their interactions with brands better. 

 

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