IBM Blog – 3.2.20
Companies increasingly understand the importance of the customer experience, and are focusing on greater customer-centricity in how they interact, engage and serve customers. Yet customer service continues to fall short of consumer and buyer expectations, with limited service hours, multi-step routing journeys, and long wait times. Besides the immediate frustration relayed to contact center agents in the short term, the compounding effect of these experiences is a poor perception of the brand in the long term.
Source: Independent study finds IBM Watson Assistant customers accrued $23.9 million in benefits