Customer Service Tip: Is automation good or bad for customer experience?

By: Jeff Toister (submitted by Carmen Gass)

The discussion about automation often focuses on jobs.

A 2019 study by Indeed showed 60 percent of Americans think automation will put a significant number of jobs at risk. This certainly includes customer service jobs. You see machines replacing humans in parking garages, at supermarkets, and in customer service departments.

But is automation making customer experience any better? Read more here.