In a recent article from NTTDATA, they discuss the importance of customer service automation and how it can help or deter customers.
How many times has this happened to you? You call a customer service line for help with a product or service – say, troubleshooting your new phone, or making a change to your insurance policy. You’re greeted not by a real person, but by an automated customer service agent (i.e. software with a voice), which makes you jump through a half-dozen hoops before it decides it can’t help you after all. When (or IF) you’re finally given the option to speak to someone with a pulse, you find yourself on hold as a recorded message repeatedly assures you that “your call is important to us.” But it sure doesn’t feel that way. The technology that was supposed to make your experience fast and easy has only left you feeling frustrated and under-appreciated as a customer.
The technology available for these interactions is rapidly changing. NTT DATA wanted to make sure we understood the gaps between consumers and businesses around automation so we surveyed 1,249 consumers and 103 business executives about various facets of customer service automation. Not surprisingly, we found that while businesses worldwide are turning to increasingly advanced virtual agents to serve customers more efficiently, most of them aren’t taking the proper steps to ensure the technology is truly meeting customers’ needs. As a result, their virtual agents may be doing more harm than good.
About NTTDATA:
NTT DATA is committed to improving patient outcomes by connecting the healthcare ecosystem. A recognized leader in the healthcare space, we deliver targeted segment solutions including patient engagement, predictive analytics, healthcare cloud hosting, integration and interoperability, clinical and claims application implementation, revenue cycle management and policy administration, in addition to core managed infrastructure, application and business process services. Join them for further discussion at HIMSS18 at booth 2116.
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