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As chatbots become more and more sophisticated, brands are increasingly relying on them as an easy (and inexpensive) way to provide customer assistance. Likewise, plenty of consumers are happy to skip the help line and get straight to the answer. But does that mean chatbots will totally replace live agents?
“No doubt many of the simple and repetitive questions can easily be handled by ‘digital employees,’ but consumers still prefer talking to a live person when customer service complexity comes calling,” said Tim Dryer, senior director of public and analyst relations at Aspect