Human or Bot? Three Reasons AI-powered Chatbots Are Changing the Face of CX


That's the question stumping more than a quarter of consumers as AI-powered chatbots rise the ranks at many organizations. Research from Gartner predicts that by 2022, 85% of customer service interactions will be powered by chatbots, and that the average person will have more conversations with bots than their own spouse. A recent study conducted by PwC found that 27% of consumers surveyed said they weren't sure if their last customer service interaction was with an actual human or a chatbot.