A New Age of Customer Service

Chatbots, softbots and virtual assistants are changing the way customer service is handled. Originally brought in to help mitigate high human workloads by handling the most straightforward issues, these digital customer service agents are becoming more sought after. A study conducted by Grand View Research has found 45% of consumers worldwide prefer this digitalization as a primary point of communication.

Risk averse governments with limited budgets have been slow to implement such a change but public agencies in Australia have taken the leap. Implementation in Australia has helped their entities manage higher volumes and increased productivity by offering this self-service technique to its citizens. Increasing technologies have allowed these digital agents to handle more complex requests.

For more information, read the full article at MITSloan.