Over the last four years, traditional contact center channels like voice and email have declined, as the rise of the chatbot became one of the big trends. At least that has been the conventional wisdom.
But customers may not be fully on board with this transition, at least according to a recent survey conducted by Genesys. Ginger Conlon of Genesys presented some of the results from the 2021 survey during an Enterprise Connect webinar this week, comparing this year’s findings to the results from a 2017 version of the same survey. Turns out customers in 2021 are more satisfied with voice and email as contact channels, and much less satisfied with chatbots than they were four years ago.