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Interest in Handling More Complex Questions Among Customer Service Agents Rises 29% From a Year Ago as Agents See Opportunities as AI Expands in Customer Service
[August 01, 2018]

Interest in Handling More Complex Questions Among Customer Service Agents Rises 29% From a Year Ago as Agents See Opportunities as AI Expands in Customer Service

Customer service agents are increasingly optimistic about working with and alongside chatbots in the contact center and see big potential to improve their skills and advance their careers, according to the final phase of the 2018 Aspect (News - Alert) Software Agent Experience Index survey. Sixty-seven percent of all agents, and 73 percent of Young Millennial/GenZ agents (age 18-24) said if AI were to handle simple customer questions and tasks, and leave agents with the more complex queries, they will have a greater opportunity to shine for management, a nearly 10 percent increase from 2017. Seventy-one percent said handling more complex questions will enable them to provide a more personalized customer experience.

Chatbots for workforce tasks

In addition to working with chatbots, agents also see opportunities if chatbots work for them. Eighty percent of agents said that easy access to their schedules, requests for new shifts, or time off is important but only 52 percent said this easy access was fully available to them. Chatbots may be the answer. Over half (52%) of agents are interested in using chatbots to manage and monitor their schedule, up 27 percent from 2017. Females showed an even stronger interest than males (57 percent vs. 46 percent). Additionally, 65 percent of agents said they prefer self-service contact with management versus speaking with them directly, an application perfectly suited for an AI-based application.

Chatbots to improve agent engagement

While the majoity (83%) of agents indicated that the ability to move up in the organization is an important factor to their satisfaction, only 58 percent said their employer provides this opportunity. AI can change this. Over two-thirds (68%) of agents say handling more complex questions will make the feel more satisfied and committed to their jobs while three quarters (76%) said it will make them feel like they are making more of an impact.

"Agent satisfaction is directly related to customer satisfaction and our survey findings reveal some key insights into exactly what factors are keeping agents engaged. Old, antiquated workforce systems don't address the interaction and work life preferences of the new generation of agents," said Chrissy Cowell, Director Product Management, Aspect Software. "These employees want the scheduling and interaction technologies that are common in their consumer lives, to be available in their work lives as well so they are comfortable letting chatbots handle simple queries enabling them to take on additional responsibilities. Chatbots in the contact center are a win for agents, a win for management and a win for customers."

To view the complete findings of how agents feel about chatbots and AI in the contact center please visit:

About Aspect

Aspect helps enterprises break down the walls between people, processes, systems and data sources, allowing organizations to unite around the customer journey. By developing fully native interaction management, workforce optimization and self-service capabilities within a single customer engagement center, we enable dynamic, conversational interactions and create a truly frictionless omni-channel customer experience. Leveraging the agility of our worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained. For more information, visit

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