Chatbots are entering the customer service space and working alongside agents to deliver exceptional care. This infographic depicts the relationship that customer service agents, chatbots, and businesses can have.

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Chatbots are entering the customer service
space and working alongside agents to
deliver exceptional customer care.
The use of virtual customer assistants
(chatbots) is expected to jump by 1000%
by 2020.3
65%of consumers feel
good about themselves and
the company when they can
handle an issue without talking
to a live person.2
61%of consumers think
chatbots will allow for faster
resolution/question answering.
The Perfect Partnership
Find out more about customer service chatbots at
www.aspect.com/agent-survey-results
Easy/moderate requests make up
70-80%of day-to-day calls.
Nearly half (48%) would prefer
to take ‘easy’ calls if given the choice.1
79%say it would
improve skills.
72%say it would
make them feel like they
are having a bigger
impact in the company.
64%say it would
enable them to provide
more personalized service
experience for customers.
59%say they would
feel more satisfied in their
jobs and more committed
to the company.
44%say it would take
the monotony and
mundaneness out of their
jobs, meaning they will
become more engaged.1
In General, Agents are
Happy in Their Roles
Better Together!
AGENTS & CHATBOTS:
Customers, on the Other Hand,
Love Self-Service for Quick
and Easy Answers
Self-service chatbots can answer many simple questions and pass
more complex questions to an agent. If tasked to take more
complex calls, a large majority of agents see a lot of opportunity.
1,000%
42%of consumers want a live agent to help them
with complex questions.1
But this can leave simple
questions waiting in the queue.
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The majority of agents are generally
satisfied in their customer service role.
Millennials are even more satisfied
than the average agent.
Engaged agents are the most satisfied
in their work.1
77%
70%
62%
As the data shows, customer service chatbots are not just addressing customers’
self-service desires for simple query resolution. They can also increase agents’ job
satisfaction, improve their skills, and raise engagement... and that means a better
customer experience!
Could this be the start of
a beautiful relationship?
Sources: 1. Aspect 2017 Agent Experience Survey; 2. Aspect
2016 Customer Experience Index; 3. Gartner
©2017 Aspect Software
<3 my job!
But Does Handling too Many
Easy Questions Get Boring?
Hello
... ...
...Which is Why the Number
of Chatbots is Projected to
Skyrocket!
At the Same Time, Customers Want a Live
Agent for Complicated Questions
Here’s Why Chatbots and Agents are
Better Together!
Agents See NEW Opportunities in Taking
More Complex Calls: