State of Customer Service Automation 2019

The first and only report of its kind that looks at the impact of customer service bots on standard contact center KPIs such as CSAT, TTR and TTFR. We've analyzed 71 million bot interactions, and the findings are astonishing. The data shows that automation truly improves the customer experience. And that's a great thing, because brands are adopting automation at lightning speed.

What will you learn?

• Surprising trends across 75 million issues and 71 million bot interactions
• The impact of customer service bots on standard contact center KPIs
• The “formula” to achieve the highest CSAT with automation
• The change in customer sentiment worldwide towards automation