Companies shift to human and AI approach for customer service

Online platforms have been rapidly automating customer service using artificial intelligence to cut costs. Customers often get a drop-down list of options that does not address their query. Often, the cause of the call is not covered in the options,Simply put, most customers miss the human touch.

ETtech conducted a survey to understand the issues customers face when engaging with chatbots. Most complained that it either took time to resolve their queries or their issues were left unresolved.