Why Consumers Actually Prefer Interacting with Automated Services
Advancements in technology have led to new opportunities for companies to automate many of the most mundane daily tasks.
These opportunities are mainly being created by technologies such as cloud-based big data and software-as-a-service (SaaS) solutions. Consumers like this because these technologies helps them reduce the amount of time spent on tedious tasks.
SaaS solutions, combined with big data, allow companies to leverage services that previously would have required investments in expensive on-premise infrastructure. One of these services is voice over Internet Protocol (VoIP), which lets users conduct phone calls over an Internet connection. But VoIP is not like traditional telephone services: it comes with several advanced features, including auto attendant (otherwise known as a virtual receptionist).
Auto attendants aren’t just good for companies. Consumers actually like using them. But it’s not just auto attendants: consumers typically prefer to interact with an automated machine instead of a human when carrying out common tasks. Moreover, consumers are getting used to talking with technology, rather than just talking through it. When they call a support line, they are increasingly expecting to interact with a virtual receptionist.
It turns out that consumers actually prefer to interact with a machine instead of a person for most business interactions. For instance, one survey showed that customers prefer to visit an ATM instead of a human teller because ATMs are faster and more convenient. This is not surprising. Technology has always been used to automate repetitive or tedious processes. Consumers appreciate technology that helps them move on to activities that they enjoy doing.
In the case of automated attendants, customers like them because they are more efficient — that is, of course, if they’re implemented correctly. People want to get mundane tasks such as banking transactions and telephone conversations with customer service reps over with as fast as possible. Companies that realize this and reduce friction within their customer service systems will benefit from higher levels of customer satisfaction.
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