00:00In 2026, AI and autonomous agents have taken over customer service.
00:04A recent report says 88% of contact centers are now leveraging AI,
00:09with a quarter of them running on fully integrated automation.
00:13Most of the inquiries that happen today, in five years,
00:15there's no question that an AI agent will be able to handle all of them.
00:18But there's a catch.
00:19Another study reveals that nearly 80% of Americans still prefer
00:23talking to a living, breathing human being.
00:26And the hidden cost of this automation?
00:28It's staggering.
00:30Research shows that simply disclosing a chatbot's identity
00:33before a chat even begins can plummet purchase conversion rates by 80%.
00:38There's always that little human touch that we always need.
Comments