Nuance Study Finds Automated, Live Agent Preferences
Friday, January 15, 2010 at 10:10AM Tweet
Nuance Communications has announced the findings of a commissioned study conducted by Forrester Consulting on behalf of Nuance titled, “Driving Consumer Engagement with Automated Telephone Customer Service.”
It found that consumers rate automated telephone customer service higher than live agents for certain straightforward interactions. 'In five out of ten posed scenarios, consumers preferred automated telephone customer service systems over live agent interactions for tasks like prescription refills, checking the status of a flight from a cell phone, checking account balances, store information requests and tracking shipments.
Consumers’ satisfaction with customer service leaves a lot of room for improvement, too, the study found: 'Only 49 percent of U.S. online adults report being satisfied, very satisfied or extremely satisfied with companies’ customer service in general.'
And we're just used to it by now: Automated telephone systems are 'an expected and accepted customer service channel,' the survey found, with 82 percent of US online adults having used an automated Touchtone or speech recognition system to contact customer service in the past 12 months.