Aspect Software, in partnership with Conversion Research, conducted a national study of 500 Active Customer Service Representatives aged 18-55 years old to uncover the attitudes, preferences and behaviors reps have about their jobs.
Analysts predict chatbots will be replacing most customer service jobs:
- The use of virtual customer assistants (chatbots) will jump by 1000% by 2020
- Bot interactions in the banking sector (those completed without human assistance) will move from 12% currently, to over 90% in 2022
It's the end of the contact center agent as we know it. Or is it?
Find out about what contact center agents feel about the use of chatbots in customer service. Download the 2017 Aspect Agent Experience Survey.