Automation costs, complexity hampering CX programs

The inability to connect the dots behind the scenes between customer service chatbots, human customer service agents, and data sources produces less than optimal experiences for customers.

That’s one of the key findings from a Simplr study that surveyed 160 customer experience decision makers at global companies.

The study, “Driving Next-Gen Customer Experience Through Chatbot-Agent Collaboration,” claims that CX programs are also hampered by automation costs and complexity, according to a press release.

Integration between disparate CX technologies was cited as a key challenge by 52% of respondents.

Other main challenges include:

  • High costs associated with maintaining and optimizing AI and automation (cited by 50% of respondents).
  • Failure to quantify the impact of automation technologies on customer experience (48%).
  • The available budget does not follow the complexity of the clients (48%).

The study also found that CX programs continue to struggle with core elements of the customer and agent experience, as well as an inability to properly convey the value of CX throughout the organization.

Respondents cited the following when asked to identify situations that arise as a result of customer service issues:

  • Customer frustration with automation and/or chatbots (cited by 45% of respondents).
  • Agent time wasted on administrative tasks (42%).
  • Lack of alignment between customer metrics and broader business KPIs (40%).
  • Long wait times in chat queues (37%).
  • Too many systems required for agents to process customer requests (36%).

Sharon D. Cole