The State of Customer Service Automation Report 2019

Reserve your advance copy!

What will you learn?

  • Surprising trends across 73 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. Register now and get priority access to the report this September.

Priority Access

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Over the six-month period we analyzed, monthly issues handled completely by chatbots rose enormously — and we’re talking about 73 million issues and 71 million bot-sent messages! Hand in hand with automation levels rising, we saw that twice as many consumers this year are willing to interact with chatbots too.

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