Chatbot or Human Agent: The Right Tool at the Right Moment
Chatbots now handle 30% of customer service cases autonomously, according to Salesforce. But 61% of consumers still prefer a human agent for complex situations. This is not a contradiction: it is the map that every CX leader needs to learn to read. Share on Table of contents A chatbot responds in seconds, available 24/7, with […]
AI and Customer Service: Should You Automate or Humanise in 2026?
Should you automate everything? Preserve everything human? Or find a balance,and if so, what does that look like in practice? Share on Table of contents Artificial intelligence has made its way into every contact centre. Chatbots, voicebots, generative AI to assist advisors, automated analysis of customer verbatims — the promises are real. But so is […]
