Chatbots And Automations Increase Customer Service Frustrations For Consumers At The Holidays

According to new research, interacting with automated chatbots for customer service is viewed by consumers as a source of increasing frustration. In fact, over 72% of respondents in a recent UJET survey reported that interaction with a chatbot is a "complete waste of time." As brands like Frontier Airlines seek to cut costs by eliminating live operators for customer service, customer loyalty and the overall customer experience may suffer - creating unfortunate consequences for companies who put their trust in tech that's just not quite ready for the job at hand. The survey, produced by cloud contact center provider, UJET, raises questions around the capabilities of current AI (artificial intelligence) technology. Can chatbots really resolve service issues, and deliver satisfaction for customers?