Independent study: Humans vs. machines

How to stop your chatbot from lagging behind

Amdocs commissioned Forrester consulting to conduct a comprehensive global survey to assess how well service providers  are meeting customer expectations from virtual agents, i.e. chatbots.

Are CSPs investing in the right areas?

This survey, which polled thousands of consumers worldwide, as well as c-level executives from dozens of tier-1 service providers, uncovers that there is an enormous gap between the kind of service consumers expect from virtual agents versus the areas in which service providers are investing. 

Why Read this study?

Gain key insights and actionable recommendations on how to leverage artificial intelligence (AI) to capture the chatbot opportunity, as well as:

  • What are the main attributes that bots need to help service providers win with customers;
  • What are the bot areas in which service providers should invest to deliver a ‘WOW’ experience vs. where they are primarily investing today;
  • What is the role of the bot vs. the live agent, and what is the optimal ‘division of labor’ between them.
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