ServiceNow, the AI platform for business transformation, has highlighted the challenges brands face in dealing with today’s tech-savvy consumers, with almost four out of five people (77%) looking up tips and ‘hacks’ online to avoid speaking to a chatbot when engaging with customer service. Just under three-quarters (73%) also turn to friends and family for advice on how to avoid automated customer service.
ServiceNow’s research demonstrates that British consumers have become experts in avoiding interactions with tech solutions such as chatbots. Three out of four people (75%) say that they opt to press no menu options at all on customer service lines in the hope that this will get them through to a human being. The dedication among consumers to embracing these hacks is so strong that one in two (49%) admitted to having posted advice online on how to sidestep automated responses.
Simon Morris, VP Solution Consulting at ServiceNow said:
“This research and the very existence of these ‘hacks’ reveal that businesses have yet to figure out how to get their customer experience right. Automation is here to enhance customer service and help increase both customers’ and agents’ satisfaction. For this to happen though, companies must get the right mixture of ‘high-tech’ and ‘high-touch’, one where AI and workforce work hand in hand rather than compete.”
