Customer frustrations with virtual agent channels at contact centers worldwide 2024

Published by
Raphael Bohne,
Oct 1, 2024

In 2024, customer frustrations with virtual agent channels at contact centers worldwide fell mainly on the inability for the bot to understand the customer and poor error recovery. A joint second in the list when it came to customer frustrations with virtual agents were slow resolution and technical difficulty, with 33 percent of respondents who gave this as their answer during the survey.

Top customer frustrations with virtual agent channels at contact centers worldwide 2024

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Release date

March 2024

Region

Worldwide

Survey time period

2024

Supplementary notes

Methodology not provided by the source.

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