Consumers Prefer a Hybrid AI|Human Approach to Customer Service

In the "2019 CGS Customer Service Chatbots & Channels Survey," more than 1,000 U.S. consumers shared their feelings on integrating AI in customer service. How do consumers feel about AI -- fair, fulfilled, fearful, frustrated? The results showed that consumers willingness to use AI as a go-to resource may be waning as they struggle to have productive interactions.

For the full results, visit:



For a summary of the results in our press release visit:

CGS chatbot survey,CGS chatbot & channels,CGS chatbot survey results,CGS survey about chatbots,customer service chatbot trends,chatbot trends,phone vs. chatbot,customer service trends,2020 customer service trends,chatbot data,customer service data,CGS chatbot solutions,CGS chatbot examples,CGS chatbot data,