How To Enhance The Human Touch
Contact Center Pipeline, Tuesday, February 25th, 2025
The data is in, and regardless of recent advancements in Generative AI (Gen AI) aimed at improving the customer experience (CX), human-to-human interactions still reign supreme.
According to a survey conducted by Cogito, which was acquired by Verint in October 2024, when on a customer service call, 53% of respondents wouldn't mind receiving sales or deal offers from an agent if they were tailored to their specific needs and purchase history.
Furthermore, 77% of respondents would prefer interacting with a human agent who uses artificial intelligence (AI) tools in the background instead of utilizing self-service options like chatbots: even as technology continues to improve.