However, robotisation of phone conversations is on the rise.

Companies investing in robotisation of customer conversations must however realise that the calls that eventually end up being ‘escalated’ to human interaction, are the very ones that are complex and critical for customer satisfaction.

Looking at the Customer Satisfaction Index1, 2013- 2015 showed the biggest drop since the mid-nineties.

There is then a customer expectation that they will receive an expert response, should they escalate up to finally making the call.

Analyst company, Gartner2, predicts that 20 per cent of all user interactions with a smartphone in 2019 will take place via voice interfaces.

The more important specific issues are for clients, the more likely they are to escalate it from online to a call.

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