Based on LivePerson's recent survey of more than 1,000 U.S. consumers, 95% would prefer to message with an AI chatbot if their hold time with a human would be more than 15 minutes.
What would it look like if we closed the massive gap between those who say they want to engage with AI and those who actually have? As I see it, there are two main opportunities here. First, we need to give our workforces AI elves so they can help customers who actually need to engage with a human being. At the same time, we can give many more customers the ones with simple requests or issues the ability to become self-serve Santas, getting what they need through fully automated experiences.
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