We’ve all been there. You need a quick answer to that really specific problem. You hop online, put in your details, and 15 variations of the same question later, you are hit with the same thought: “I just need to speak to a human.”
Customer experience professionals tend to agree with their customers' concerns and frustrations, and the latest industry study from CX Today is a testament to that.
61 percent of those surveyed agree that governments should mandate the right to speak to a human in customer service.
Yet, while the CX professionals agree with the testament echoed in every corner of the customer service sector from a user perspective, many are not making it easy to engage with a live agent…
The Escalation Oversight
Elsewhere in the CX Today study, 43 percent of the CX professionals revealed they would trust an autonomous AI Agent to engage with their customers “completely”.
That’s more than the 36 percent that would also trust an autonomous AI Agent once they’ve ensured “a proper escalation” strategy”.
These statistics suggest that more CX teams wouldn’t necessitate an escalation path for their AI Agent than those that would.
Such findings are striking. After all, getting stuck in a frustrating bot conversation is a significant customer pain point.
President Biden even recently railed against so-called AI “doom loops” in customer service.
In doing so, he introduced a 'Time is Money' initiative to tackle the "general aggravation" caused by substandard service propositions.
Taking to X, the President wrote:
“The CFPB (Consumer Financial Protection Bureau ) is working to help consumers talk to a real person by pressing a single button. And the FCC (Federal Communications Commission) is looking into doing the same.”
Yet, while most CX teams agree with this regulation, they aren’t necessarily ready for such laws to come into practice.