Customer Interaction

Experts predict 85% of customer interactions will be handled without a human by next year. However, according to a recent survey of over 2,000 US adults commissioned by Invoca and conducted by

February 17, 2020

Experts predict 85% of customer interactions will be handled without a human by next year. 


However, according to a recent survey of over 2,000 US adults commissioned by Invoca and conducted by The Harris Poll, found that consumers haven’t completely bought into interacting through digital-only touchpoints. Instead, many still value and prefer human support.

When customers were faced with a fully automated system:

  • 52% felt frustrated
  • 18% felt angry
  • 16% enjoyed the experience
This may explain why over 85% of people curse at automated support systems.

Our suggestion: Please wait a few more years before you try to fully automate your customer interactions! Give our Support Team a call now at (949) 478-6887 to review ways to generate additional new business.

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