Today's customers expect personalized, human-like interactions — even from automated systems. However, the reality falls short. According to a survey by Gartner,only 8% of customers used a chatbot in their most recent customer service experience. Among those, just 25% expressed a willingness to use a chatbot again in the future.
Learn more about Five9's E-book “Transforming Your Customer Experience in Financial Services” here and discover how your organisation can make customer service your competitive advantage.
To help companies understand both consumers and AI, Five9 published data that shows the importance of a human touch in CX. Learn what we found from our survey here.
Connect with the Five9 ecosystem of partners and hear from customers how they’re delivering The New CX during the Five9 CX Summit in Barcelona on November 12-14, 2024.
Digital interaction channels such as text/SMS, webchat, social messaging, and email have overtaken voice as the channel of choice for many consumers – and for good reason. In fact, according to the Five9 Customer Survey Index, 45% of customer interactions have shifted to digital channels globally, with a majority of customer interactions taking place through non-voice or digital channels.
At the AVANT Special Forces Summit, Five9 took home three awards, including top CCaaS vendor with the highest NPS score. Breakout sessions on CX and AI and notable panel appearances stood out.
