Consumers are more willing to engage with AI tools when there’s always a clear path to a human. CI’s research on virtual assistants shows that path is inconsistent at best.
Justin Suter breaks down what CI found across retirement, health plan, and brokerage virtual assistants, including tools that route users to a human with a simple request, and others that get stuck offering no way out at all. Plus, why “customer containment” isn’t the same as customer service.
Try it yourself: ask your firm’s support chatbot for a live person and see what happens.
Follow Corporate Insight on LinkedIn to see Justin’s latest insights first, as well as other highlights from our research across financial services, insurance and healthcare.
Justin Suter is the director of thought leadership at Corporate Insight.