As reported by Independent Agent magazine, more than half of insurance policyholders grow frustrated if a chatbot has yet to provide them a clear path to resolution within five minutes, according to a recent survey by Globant. By contrast, 34% of policy holders want to switch to a chatbot if they’ve been on hold with a live agent for five minutes.
Confused? Don’t be—although it may look contradictory on the surface, the research suggests there’s a specific time and place for artificial intelligence-based customer support.
“What consumers are looking for is the combination,” says Sean Kennedy, principal digital architect at Globant. “They want the speed and the simplicity of working with a chatbot solution on their terms, and they want to know it’s backed by a human who will empathize with them, understand them and really be on their side.”