Autonomous service within business is nothing new, but as technology continues its relentless acceleration, we’re now beginning to truly explore what this means to us as both consumers and as humans.
While the benefits of automation are clear, there is a real chance that its dispassionate influence could damage customer service - a factor which, by its very definition, sets business and brands apart from its competition.
Interestingly, consumer research shows us that the preference remains overwhelmingly in favour of human interaction, with the perception of the ‘robotic’ nature of autonomy still loaded with negative connotations of impersonal service and lack of value.
The challenge here is to understand its impact - positive or otherwise - and evaluate a balance which allows both to compliment one another and, ultimately, enhance our overall experience.
To download our full report on ‘The Perfect Combination: Balancing Digital Transformation With Human Interaction’ please click the link below.