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Live agents please

Despite the growing popularity of chatbots (see page 42), live agents still have the edge when it comes to sorting out problems. In a

Live Agents please
Live Agents please

poll of more than 1,000 US citizens conducted by NewVoiceMedia, 68% said they would prefer to interact with a live agent than automated self-help when requiring customer service. Only 9% prefer automated self-help. Almost one quarter (24%) appreciate both options equally.

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