- “Over 60% of customers rate their chatbot experience as simply average, as predefined rules and templates restrict understanding of language or context nuances.
- 61% of customers contact agents because they were unhappy with chatbot resolutions.
- 18% of customers abandon calls before reaching a customer service representative at small-to-mid-size financial services institution.
- 17% of customers generally distrust chatbots and preferred human agents.”
https://www.capgemini.com/insights/research-library/intelligence-turns-bank-contact-centers-into-value-creators/
