Chatbots have been around since the ’90s, but they still don’t work (yet)
Replacing customer service agents with machines has been common practice since the ’90s – and frustrating customers for just as long. So why should chatbots be any different? Verint’s Martyn Riddle explains.
When Interactive Voice Response (IVR) systems launched in the mid-’90s, they were hailed as the way of the future in the customer experience sector. Designed to enhance the customer service journey, IVRs rose in popularity in service-oriented organisations as they pledged to save customer service agents significant time, and save organisations significant dollars.
And while IVRs certainly did live up to some expectations, many organisations found their customers became increasingly frustrated with the technology due to unclear menu options and an inability to solve complicated issues. Customers felt IVRs complicated their experience rather than enhanced it.
