34 percent of Dutch office workers expect chatbots as a means of communication to grow the fastest within customer service. Whatsapp and web chat share second place with 24 percent each. However, chatbots are not really booming at the moment: only 10 percent of Dutch office workers are currently using them.

This is shown by research by PeterConnects, which aims to indicate the field of customer contact in the Netherlands, Germany, France and England today. Opinions are still divided on whether chatbots and AI will have positive effects on customer contact. For example, 50 percent of those surveyed think it is a favorable development: receptionists and telephone operators in particular think they have more time to spare due to the use of chatbots (64%). Service desk employees are also positive and expect to have more time for other things (60%). However, 38 percent expect that the use of chatbots will make the work of customer contact employees completely unnecessary.

Digital skills are often not yet sufficient

Lucas de Clercq, CEO of PeterConnects: “Consumer demands are high and it is important to keep up with the times. There are many options available to improve customer contact, but adoption sometimes lags behind. One reason for this may be that employees do not yet feel comfortable with the new technologies, because it is difficult for them to keep up with the required digital skills. Chatbots are going to cause a radical change in the field of customer contact. Easy-to-use software is essential to get this new technology off the ground.”

Source: DutchConnect

 

Also read: “CHATBOTS STILL TOO STUPID FOR REAL WORK”

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