Our own work in this space often touched on this: A person does like to talk to a clear, knowledgeable person who can solve our problem quickly and directly. But in what context would they live with less than that? And how does that alter their later commercial behavior regarding the service? Quite an important issue for any assistant role.
In HBS Working Knowledge. An infographic style look at ongoing research. With some backup statistical results.
Infographic: Can I Please Speak to an Actual Person?
by Katherine Vizcardo and Danielle Kost
Customers still want the option to access human help in automated service—even if they don't use it, says research by Michelle A. Shell and Ryan W. Buell. .... '
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