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Industry Research : Genesys Survey Shows US Consumers are Warming up to AI

#contactcenterworld, @Genesys

As organizations increasingly look to artificial intelligence (AI) and machine learning to automate their customer support processes, consumers are coming around to engaging with chatbots. A new U.S. nationwide survey of 800 consumers over the age of 18 finds that more than two-thirds (68%) have positive interactions with customer service bots when they require support. While 21% say they can "almost always" resolve their issue through a bot without escalation to a customer service representative, 47% say they can do this "more than half of the time."

Recent research from Genesys finds that nearly 70% of U.S. consumers seem to have positive experiences with customer service bots -- and a surprising 38% find bots more polite than humans.

Even better, nearly three-quarters (73%) of respondents are open to dealing with a voice/chatbot. Although, half (51%) say this is only when the issue is simple or transactional, such as checking account balances, resetting passwords or confirming order status.

However, there is still some lingering resistance to bots and automation. When issues are more complex, such as billing errors or missed flight connections, only 21% of the consumers surveyed feel comfortable dealing with a bot. In fact, 57% of survey participants say they would rather wait 10 minutes to get help from a human agent than spend five minutes being assisted by a voice/chatbot.

These insights are the latest in a series of research-based announcements from Genesys(R), a global provider in omnichannel customer experience and contact center solutions. Genesys conducted surveys in 13 countries around the globe to examine consumer opinions on the increasingly automated customer experience.

Merijn te Booij, the chief marketing officer of Genesys, said, "This survey makes it abundantly clear that while consumers are growing more comfortable with service bots, they still want the option to consult with a human agent for more challenging requests. That's why we recommend that businesses take a blended approach to service – where bots and employees work together seamlessly to solve customer needs faster."

Manners maketh man

An unanticipated survey finding is that 38% of Americans believe that a bot is more polite than a human. Even more astonishing, this result is driven by the youngest and oldest survey respondents, with 43% of Post-Millennials (ages 18-24) holding this belief as well as 45% of Baby Boomer seniors (over age 65).

Is this because better manners are being built into bots? As the language capabilities of bots become more advanced, they have become chattier, with a broader range of expressions, which may cause consumers to perceive them as friendlier and more polite. Or is it that time-strapped human agents have become more abrupt in their support interactions? This poses a question unanswered by the survey data: Are bots becoming more human-like, or are humans becoming more bot-like? Only time will tell.

The good, the bad and the ugly in customer experience

No matter how organizations interact with customers, the survey results emphasize that companies need to protect their reputations by focusing on what consumers consider good service. Equipping employees with relevant and accurate information so they can respond to questions in a timely manner positions companies to keep their customers happier.

The survey shows that consumers overwhelmingly value knowledgeable staff (52%) and responsiveness (47%) in their dealings with businesses. Men and women agree on these top two values, although men value them equally while women rank knowledgeable staff (56%) over a timely response (43%).

When asked to make a direct comparison, U.S. survey participants judged a company's reputation for offering good customer service (45%) as more important than its value for money (37%), and far preferable to low prices (18%). In fact, a full 20% of respondents would be willing to pay up to 5% extra to ensure better service.

The survey results show that a negative customer experience can have a dramatic, irreversible effect. In fact, more than half (52%) of U.S. consumers claim they simply stop doing business with a company after poor service. It can also damage the company's public reputation as 39% say they discuss their unfavorable experiences with family and friends. Bad service also has ripple effects as 21% of respondents say they use social media to share their experience with followers.

The top three most irritating aspects of customer service all reflect the impatient, pressed-for-time American lifestyle: (1) too many automated options before reaching a live agent or resolving the issue (43%), (2) being put on hold for more than 5 minutes (40%), and (3) having to repeat oneself (thus wasting time) due to language/accent misunderstanding (38%).

Survey methodology and demographics

In July 2019, Genesys commissioned research consultancy Vitreous World to conduct separate online surveys in 13 countries: Australia, China/Hong Kong, Germany, India, Indonesia, Japan, Malaysia, New Zealand, Singapore, South Korea, Thailand, the U.K. and the U.S. There were 800 adult respondents in the U.S.A. with a 50/50 gender split. The nationwide U.S. survey has a plus/minus 3.5% margin of error.

#contactcenterworld, @Genesys

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.genesys.com/press?release=122798

Today's Tip of the Day - Keep Cost In Perspective

Read today's tip or listen to it on podcast.

Published: Friday, November 15, 2019

Printer Friendly Version Printer friendly version

2024 Buyers Guide IVR

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

5.) 
Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)

6.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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