{"id":228684,"date":"2020-02-05T09:25:19","date_gmt":"2020-02-05T17:25:19","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=announcements&p=228684"},"modified":"2020-02-05T09:24:58","modified_gmt":"2020-02-05T17:24:58","slug":"uk-consumers-are-warming-up-to-ai-54-happy-to-resolve-queries-with-bots","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/en-gb\/company\/newsroom\/announcements\/uk-consumers-are-warming-up-to-ai-54-happy-to-resolve-queries-with-bots","title":{"rendered":"UK consumers are warming up to AI: 54% happy to resolve queries with bots"},"content":{"rendered":"

[vc_section full_width=”stretch_row” css=”.vc_custom_1572299908147{padding-bottom: 0px !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column][vc_column_text el_class=”pre_h1″]02\/03\/2020[\/vc_column_text][vc_column_text]<\/p>\n

UK consumers are warming up to AI: 54% happy to resolve queries with bots<\/em><\/strong><\/h1>\n

More complex queries still handled by phone, while bad experiences have a dramatic impact on businesses. <\/em><\/strong><\/h2>\n

[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section css=”.vc_custom_1572297878492{padding-top: 0px !important;}”][vc_row][vc_column][vc_column_text]FRIMLEY, UK, <\/strong>03 February <\/strong>2020 \u2014 <\/strong>Majority (54%) of UK shoppers don\u2019t care whether customer service is provided by a bot or a human, as long as their issue is resolved fast, a new study from Genesys\u00ae (https:\/\/www.genesys.com\/en-gb<\/a>), the global leader in omnichannel customer experience<\/a> and contact center solutions<\/a>, has found.<\/p>\n

The research found that only 28% of respondents say that they would never deal with a bot, while 48% say that they use bots for solving simple and transactional queries, such as checking a bank account balance. However, 57% said that they would wait for 10 minutes to get help from a human customer service agent rather than spend five minutes solving their issue with assistance from voice or chat bot. UK consumers (51%) also say that contacting customer services by phone still gets the best outcome.<\/p>\n

\u201cWhile consumers are becoming more confident with interacting with bots, the human touch in customer service is still critical,\u201d said Brendan Dykes, senior director solution and product marketing, Genesys. \u201cBusinesses need to provide a blended approach to service, where bots and human employees work together seamlessly to benefit the overall experience for consumers.\u201d<\/p>\n

Customers most frustrated with long hold times \u00a0<\/strong><\/p>\n

Whether businesses interact with customers via bots or by phone, they need to ensure that they provide the best possible experience to protect their reputations. As consumers expect more personalised services today, it is critical that employees and bots provide accurate information to queries in a timely manner, without asking the customer to repeat information.<\/p>\n

In the UK, consumers find it most frustrating when:<\/p>\n