Today we released our Aspect Agent Experience survey which took a deep dive into the relationship that customer service agents and chatbots have, or better yet, could have. Multiple research firms including Gartner and Juniper Research have predicted chatbots or A.I. will replace all live agent interaction in the next several years; however, our report tells a different story. Instead of chatbots replacing agents, chatbots should work alongside agents to improve efficiency, increase job satisfaction and customer satisfaction, and create more opportunity for agents, among other benefits.
You can find the full report here: 2017 Aspect Agent Experience Survey
Or check out the infographic below for an overview: