TechSee

NOVEMBER 19, 2019

From its introduction in the 1970s, it has become increasingly common thanks to increased CPU power and advances in speech applications that have made the technology cheaper to deploy. This negative experience causes severe frustration – 27% of consumers say they have abandoned calls to a company because they encountered an IVR.

Interactive Voice Response 19

Interactive Voice Response Self service Abandon Call Virtual Agent 19

Fonolo

APRIL 4, 2023

Source: New Voice Media 10 Tips for Reducing Customer Complaints The State of Customer Service in Statistics Overall, customer service is looking good these days. Thanks to the rise of AI and other emerging technologies, contact centers can provide personalized experiences and resolve issues quickly.

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

Fonolo

JANUARY 4, 2022

Nearly that many again have used a virtual agent or chatbot on their smartphone. 30% of consumers say not reaching a real human is the most frustrating part of a bad customer service experience. 77% of consumers report having used a self-service support portal. Source: Ameyo. 30% of U.S. Source: Microsoft.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142