A new study analyzing over 500,000 customer service interactions has revealed that chatbots struggle with complex customer issues, while human agents excel at matching customer communication styles. The research, conducted by Vivek Astvansh and a major North American retailer, highlights that customers prefer human agents for sensitive topics like payments or shipping, as chatbots often fail to understand nuanced queries. The study emphasizes the importance of emotional connection and adaptability in customer service, suggesting that businesses should use chatbots for routine tasks and reserve human agents for critical interactions.
The study, titled