Are Your Customer Service Agents Human, or Are They Formfills?

In nearly every study and survey, consumers are saying they still want to talk to human beings for customer support. This gets even more true with older customers. So why are so many companies ignoring their customers' wishes and implementing AI voicebots and self-serve options OVER human customer service? Why are so many companies turning their human support agents into living formfills and verbatim scripted machines? We all know the true answer, but is that answer good enough? Let's talk about it in today's episode of CX Riot Radio https://linktr.ee/caffcx