80% of consumers prefer to speak with AI to avoid long hold times

A new survey conducted by Replicant found that nearly 80% of consumers indicated they would prefer to speak with a virtual agent or machine to avoid long hold times. Moreover, 57% of consumers would speak with conversational AI even if the hold time was only five minutes.

Beyond consumers’ willingness to speak with AI, the survey found pervasive customer service problems, with 91% of consumers reporting they have experienced poor customer service in the past six months.

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