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Why despite the hype AI could be failing your customer experience strategy

January 13, 2020 / Arun Mani

Though 80% of senior decision makers in the UK rate their customer service as ‘excellent’, their customers aren’t feeling quite the same. Our report ‘The Good, The Bot and The Customer Experience’ found there is a significant disconnect between what customers expect and what brands think they are delivering. In fact, a whopping 91% of UK consumers say they have been left feeling frustrated by the customer service they receive, with top grievances including being left on hold too long and needing to repeat their issue multiple times. Many organisations are turning to AI to improve their customer service offering. However, despite investing in new technologies such as chatbots, virtual assistants, facial recognition and natural language processing, businesses are still not getting it right. 48% of consumers don’t see a benefit of interacting with a chatbot to solve issues, while 44% would prefer to never interact with one.