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Why is it that when we are waiting on the phone, every minute feels like five? Almost two-thirds of us can’t bear to wait more than two minutes before hanging up, while 13% are not prepared to wait at all. There is a perception that if something has taken a long time, then it must be good, and worth the wait.īut how long is appropriate? When it comes to waiting on hold with a call center, for example, customers have very little patience.
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Grasping the benefits of AI for their contact centers, businesses that augment human intelligence and automate routine tasks can empower their agents to offer faster, more efficient customer service.Ĭhances are, many of us have been told at some point in our lives that “good things come to those who wait.” The saying is advocating patience, implying that people who are patient will be rewarded and eventually get what they wish for.
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However, a growing number of organizations are succeeding in keeping customers engaged with their brands by deploying a blended approach of human empathy and AI-enabled self-service. By eliminating the one-on-one interaction, retailers are also losing out on cashiers to upsell customers on accessories, extended warranties and additional products. For many, grocery stores are not just places to buy things but also offer a welcome chance to see people and engage in conversations, chat with the cashiers or share a joke.Ī diminished interaction with staff may result in customers feeling less of a personal connection with or loyalty to the store or brand. However, not everyone welcomes do-it-yourself technology.