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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

Today's Tip of the Day - Avoid The “Knee Jerk” Reaction

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

Published: Friday, November 15, 2019

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2023 Buyers Guide Computer Telephony Integration

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.

AMC Technology

DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.


CRM integration
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.


NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.


What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.


Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


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