- “In a Bloomberg article, Harit Talwar, head of Goldman Sachs Group’s consumer banking division, said, “More than a quarter of customers don’t plan to return to branch offices even after it is safe to do so.”
- 80 percent of people stated their preferred method of getting customer service was to speak with an agent. Still, more than 33% of callers waited over 30 minutes on hold, with 5 percent saying they waited more than 2 hours.
- What is needed is a platform that completely leverages conversational AI, robotic process automation (RPA), and workflow automation to bridge humans and machines and back office and front office operations throughout the customer conversation and across digital and voice channels. Essentially, this is Conversational Service Automation (CSA).”