Are there any *studies* on chat bot integration and their impact on customer service that aren’t cake studies made by the companies that sell the bots?
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Are there any *studies* on chat bot integration and their impact on customer service that aren’t cake studies made by the companies that sell the bots? Do they allow human and expert customer service reps to use their time more effectively? What happens to all the frustrated conversation data with a machine? Is it analyzed or just sent into a black hole?
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Are there any *studies* on chat bot integration and their impact on customer service that aren’t cake studies made by the companies that sell the bots? Do they allow human and expert customer service reps to use their time more effectively? What happens to all the frustrated conversation data with a machine? Is it analyzed or just sent into a black hole?
@futurebird private studies absolutely, public ones not sure there are. But companies using these chatbots definitely evaluate their effectiveness, and "call centers" are all about agent enablement.
In general I suspect the answer is if you put guardrails around them and have their goal be answer straight forward requests and reduce the time burden on live agents that companies are finding them useful.
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Are there any *studies* on chat bot integration and their impact on customer service that aren’t cake studies made by the companies that sell the bots? Do they allow human and expert customer service reps to use their time more effectively? What happens to all the frustrated conversation data with a machine? Is it analyzed or just sent into a black hole?
@futurebird read this article lately about klarna rehiring staff and it also talks about an IBM survey.
article: https://fortune.com/2025/05/09/klarna-ai-humans-return-on-investment/
link in article to survey:
https://newsroom.ibm.com/2025-05-06-ibm-study-ceos-double-down-on-ai-while-navigating-enterprise-hurdles -
@futurebird private studies absolutely, public ones not sure there are. But companies using these chatbots definitely evaluate their effectiveness, and "call centers" are all about agent enablement.
In general I suspect the answer is if you put guardrails around them and have their goal be answer straight forward requests and reduce the time burden on live agents that companies are finding them useful.
@ReverendMoose Why would they keep such studies private?
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F myrmepropagandist shared this topic
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Are there any *studies* on chat bot integration and their impact on customer service that aren’t cake studies made by the companies that sell the bots? Do they allow human and expert customer service reps to use their time more effectively? What happens to all the frustrated conversation data with a machine? Is it analyzed or just sent into a black hole?
@futurebird You already know the answer.
