74% of consumers had to explain their problem twice to an AI assistant
According to Twilio, most customers say bots save them time. Yet when the bot hands them off to an agent, they still have to explain the same thing from scratch.
What's happening
As reported by CX Today, Twilio's research found that 74% of consumers have had to repeat their information to an AI assistant. In the same interview, Twilio notes that 81% of customers said bots had saved them time.
Whose desk it lands on
The head of the contact center. Is the information the bot collects still visible after the handoff to an agent?
Our view
The CX Brief's interpretation, not a claim made by the source.
The bot saves the customer time, but those savings can evaporate at the handoff to an agent. If the information the bot gathered never reaches the agent's screen, the customer ends up answering the same questions again.
