A study conducted by Forrester Consulting found that consumers rated automated telephone customer service higher than live agents for certain straightforward interactions. In five out of ten scenarios, consumers preferred automated telephone customer service systems over live agent interactions for tasks like prescription refills, checking the status of a flight from a cell phone, checking account balances, store information requests, and tracking shipments.

The survey also revealed that automated telephone systems are an expected and accepted customer service channel with 82% of US online adults having used an automated touchtone or speech recognition system to contact customer service in the past 12 months.

VantiCore can develop a successful contact center plan that blends automated and agent interaction.