X-pectation files

Case #5

Is the phone call dead?

Watch the video to learn the truth:

Verdict: Absolutely not.

Surprise, surprise—people still prefer to talk to people. The vast majority (86%) of people would rather talk to a human than a form of artificial intelligence.

Topping the list of automated tech consumers dislike are interactive voice response (IVR) systems. According to customer service platform Gladly, “IVR remains a wildly unpopular choice amongst consumers, with 98% admitting they try to bypass company IVR systems to get straight to a human service agent.”

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