Why AI Is the Future of Customer Satisfaction

The complexities of customer support aren't lost on any CIO. Start multiplying a portfolio of products by all the potential problems, factor everything across support channels--phone, email, web chat, social media, an app and snail mail--and you quickly arrive at the intersection of unmanageable and impossible. A study conducted by Zendesk and Loudhouse found that only about 7 percent of consumers are "extremely satisfied" with the quality of omnichannel support, and 87 percent say that companies need to work harder to create a seamless customer experience. In addition, 78 percent indicated that a company's customer service reputation is a key factor in choosing products and services. All of this is motivating companies to push the boundaries on virtual agents.