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CGS Customer Service

CGS Survey Reveals a Blend of Automation and Human Interaction Will Drive Meaningful Connections Between Customers and Brands

Over 70% of US Consumers Are Less Likely to Use a Brand If Customer Representatives Are Unavailable CGS, a global provider of business applications, enterprise learning and outsourcing services, announced findings from its 2019 CGS Customer Service Chatbots & Channels Survey. The results showed that consumers willingness to use AI as a go-to resource is waning as they struggle to have productive interactions. CGS surveyed more than 1,000 U.S. consumers to better understand their preferences around customer service…