Date post: | 28-Jan-2018 |
Category: |
Technology |
Upload: | aspect-software |
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Download: | 2 times |
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Chatbots are entering the customer service space and working alongside agents to deliver exceptional customer care.
The use of virtual customer assistants (chatbots) is expected to jump by 1000% by 2020.3
65% of consumers feel good about themselves and the company when they can handle an issue without talking to a live person.2
61% of consumers think chatbots will allow for faster resolution/question answering.
The Perfect Partnership
Find out more about customer service chatbots atwww.aspect.com/agent-survey-results
Easy/moderate requests make up
70-80% of day-to-day calls.
Nearly half (48%) would prefer to take ‘easy’ calls if given the choice.1
79% say it would improve skills.
72% say it would make them feel like they are having a bigger impact in the company.
64% say it would enable them to provide more personalized service experience for customers.
59% say they would feel more satis�ed in their jobs and more committed to the company.
44% say it would take the monotony and mundaneness out of their jobs, meaning they will become more engaged.1
In General, Agents are Happy in Their Roles
Better Together!AGENTS & CHATBOTS:
Customers, on the Other Hand, Love Self-Service for Quick and Easy Answers
Self-service chatbots can answer many simple questions and pass more complex questions to an agent. If tasked to take more complex calls, a large majority of agents see a lot of opportunity.
1,000%
42% of consumers want a live agent to help them with complex questions.1 But this can leave simple questions waiting in the queue.
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The majority of agents are generally satis�ed in their customer service role.
Millennials are even more satis�ed than the average agent.
Engaged agents are the most satis�ed in their work.1
77%
70%
62%
As the data shows, customer service chatbots are not just addressing customers’ self-service desires for simple query resolution. They can also increase agents’ job satisfaction, improve their skills, and raise engagement... and that means a better customer experience!
Could this be the start of a beautiful relationship?
Sources: 1. Aspect 2017 Agent Experience Survey; 2. Aspect 2016 Customer Experience Index; 3. Gartner
©2017 Aspect Software
<3 my job!But Does Handling too Many Easy Questions Get Boring?
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...Which is Why the Number of Chatbots is Projected to Skyrocket!
At the Same Time, Customers Want a Live Agent for Complicated Questions
Here’s Why Chatbots and Agents are Better Together!
Agents See NEW Opportunities in Taking More Complex Calls: