Salesforce predicts the use of chatbots by customer facing service teams will continue an astronomical growth of over 135% over the next 18 months. Clearly chatbots are here to stay.
A recent study by B2C text messaging solution Zingle surveyed over 1,400 Americans to find out about how they felt about their interactions with machines versus humans, and what this means for the future of customer service.
The study showed that chatbot use is outpacing manual calls to customer service lines.
Two-out-of-three respondents reported interacting with a chatbot or digital assistant for a customer service need in the last month. This compares to almost three out of five (59%) who said they have called a customer service line.
For more see: ZDNet
