I ain't lookin' for praise or pity
I ain't comin' 'round searchin' for a crutch
I just want someone to talk to
And a little of that human touch
There are clear points in the customer journey or “moments of truth” in which human interactions are strongly preferred to a chatbot, according to new research carried out by Fifth Quadrant in partnership with LogMeIn. The study concludes that a customer journey in which a human/robot blended approach is effectively employed will deliver superior customer experience (CX).