CX Insights
Human agents beat out chatbots in first contact resolution
Automation is a CX game-changer, but unassisted chatbots can’t outperform humans in first contact resolution, according to TalkDesk’s latest research.
Chatbots resolve 51% of initial interactions, but human agents achieve first-contact resolution rates of up to 81% when assisting via digital channels. AI-driven tools can improve efficiency, but customer trust and satisfaction still rely heavily on human support.
Human agents remain the cornerstone of effective customer service. This is why a human-in-the-loop model is so important: your customers want it and it’s more effective than full on automation.
40% of hotel front desk calls go unanswered
When people really need help, they pick up the phone - but will they get an answer? Research from Canary Technologies found that 40% of calls to hotel front desks don’t get answered, providing a terrible customer experience.
AI powered customer support tools, like AI Agents that answer the phone, are the next big innovation for phone support. They’ll be especially impactful on travel brands that field calls from people when they really need human support. Going far beyond IVR, AI Agents will be able to make bookings and update reservations for customers, handing off to a human when the issue gets sensitive or complicated.
Are you positioned to take advantage of this tech before your competitors? If not, now is the time to explore getting your customer service tech stack ready.
Washington state lawmakers propose restrictions on self-checkout
Grocery store self-checkout, one of the earliest visible examples of self-service and customer service automation, is facing restrictions in Washington. The proposed law is not a ban, but would limit it to 15 items or less and require that one employee for every two self checkout stations be fully focused on it. Proponents say it would preserve union jobs and minimize sales of alcohol to minors.
The increased staffing costs may help combat shrink for retailers. Self-checkout theft poses a big risk to retailers: 15% of consumers have stolen something from self-checkout and 44% of those report that they would do it again. Reverting back by opening up more traditional checkout lanes may be an opportunity for grocery brands to bring a human element to the customer experience that was lacking for years as self-checkout became even more popular during the pandemic.
Tune in
What’s getting in the way of CX leaders achieving their goals? What’s changed from this year to the next?
Weeks ago I put out a call to CX leaders asking about your top struggles, and the results are in!
I’ll be chatting about the findings with Kustomer CMO Gabe Larsen and Director of Customer Success Sam Chandler.
It’s Friday, March 7 at Noon Eastern.
Register now!
