Nearly two-thirds of customer service agents are satisfied in their jobs and millennials, the largest workforce demographic, are even more so with 70 percent of them saying they like what they do according to the just-released Aspect Agent Experience Index. Yet, despite the agent satisfaction reported, multiple research firms including Gartner and Juniper Research are predicting chatbots or A.I. will replace nearly all live agent interaction in the next several years.
According to the customer service agents surveyed, 70 to 80 percent of the calls an agent receives each day consist of inquiries that require minimal effort to address. This is important because 65 percent of consumers feel great about the company they are engaging with, as well as themselves when they can solve a problem without having to talk with a live customer service agent. To the casual observer, it appears chatbots could be the beginning of the end for customer service agents as we know them.
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Published: Thursday, June 1, 2017
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