Customer service chatbots are everywhere, but people prefer human agents to deal with some issues

The use of customer service chatbots has grown rapidly. Maybe a little too rapidly, according to Vivek Astvansh, an Associate Professor of Quantitative Marketing and Analytics at 黑料不打烊 Desautels. The worldwide chatbot market has expanded from US$370 million in 2017 to US$2.2 billion last year, but customers are not always satisfied with the service they provide. 鈥淲hen shoppers want sensitive or precise information, they seek human agents, not chatbots,鈥漵ays Astvansh. Human agents also bring a level of discretion and problem solving to their work. For example, they might bend the rules of a 30-day return policy, if you are only a day or two late.