Ahmedabad: AI agents and chatbots are bringing solutions to the service-related complaints of companies in India. Although technology grievances are making revolutionary changes in the boxes, there has not been a significant decrease in the waiting time for customer service in India. A report has revealed that last year Indian consumers had to wait for more than 15 billion hours to register the customer service complaint.
Servicenaau Consumer Experience Report analyzes the growing difference between increasing consumer expectations and reality of service distribution. It surveyed 50,000 Indian consumers and 204 Indian customer service agents.
According to the report, although 80 percent of Indian consumers now depend on the AI Chatbot for essential services such as checking the complaint status and checking the product recommendations, these consumers collectively spend 15 billion hours on ‘call hold’ every year.
With the rapid development of technology, India has made slight progress in the region, but the situation is still bad. The average Indian has taken 3.2 hours less time to resolve a problem compared to the previous year, but there is still a significant difference between customers’ expectations and service distribution.
The report found that 39 percent of the customers are placed on hold, 36 percent are transferred repeatedly, and 34 percent of the customers believe that companies deliberately complicate the complaint process.
This is ending the patience of customers. 89 percent of Indian consumers are willing to change the brand due to unskilled service. Additionally, 84 percent of the customers reported that they would leave negative reviews online or on social media after poor service experience.
