Report: State of Customer Service Automation 2019

What will you learn?

  • Surprising trends across 75 million issues and 71 million bot interactions
  • The impact of customer service bots on standard contact center KPIs
  • The “formula” to achieve the highest CSAT with automation
  • The change in customer sentiment worldwide towards automation

What's in this report? 

The first and only report of its kind that looks at the impact of customer service bots on standard contact center KPIs such as CSAT, TTR and TTFR. We've analyzed 71 million bot interactions, and the findings are astonishing. The data shows that automation truly improves the customer experience. And that's a great thing, because brands are adopting automation at lightning speed.

Get My Report


Icon_green_quotations_300_240.png


The staggering results in this report show how quickly leading B2C brands are able to automate large percentages of their customer service requests as they scale and support more customers.

Linda Crawford, CEO, Helpshift

  • Microsoft
  • Western Union
  • BBVA
  • Virgin Media
  • Xfinity