Waiting on hold: how UK consumers feel about AI and chatbots in customer service

The UK is lagging behind other countries in making it easy for customers to interact with large organisations, says research from Avaya.

We’ve all, at some point, experienced being left on hold for a ridiculous amount of time when trying to get a hold of a service provider on the phone. As if being made listen to musac wasn’t painful enough, what really kills me is the automated voice that pops in and out to say “Your call is very important to us. Please wait.”

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