Current challenges in the CX industry
Improving customer service is a critical business priority. From the latest research, we know that more than 60 percent of customers would defect to a competitor after just one bad experience.
“Why a seamless transfer matters?”
Challenges with customer retention
Let’s look at some numbers.
of U.S. consumers are much more willing to use a chatbot if they know they can easily switch to a live agent
of these consumers will likely continue to do business with the brand if consumers have a seamless transfer from a bot to a human
are less likely to remain a customer if the chatbot fails to connect to a live agent.
will no longer wait for more than 2 minutes for assistance
Does this
sound familiar?
Jennifer is trying to update her energy contract, but can’t find the provider’s phone number.
She’s pushed into a chatbot experience. After answering multiple questions and clicking through menus, her frustration builds: she just wants to speak with someone.
She types, “I want to talk to an agent.”
The bot responds: “Connecting you now…”
Then — silence. No wait time. No context. Just… waiting.
Five minutes pass. Finally, an agent appears.
But Jennifer has to start all over again, re-explaining everything she just told the chatbot.
And then comes the final blow:
“I’m sorry, I can’t help you — this needs to go to another department.”
Jennifer is exhausted. The agent feels helpless.
Both leave the interaction frustrated and unheard.
SentioCX: Turning AI conversations into Expert resolutions.
When Jennifer tells the bot she wants to change her contract, SentioCX immediately detects the intent — “change contract” — and uses that, along with her customer profile, to assign high priority to the interaction.
Behind the scenes, SentioCX pairs this intent with an agent skilled in contract management — ensuring that when Jennifer is transferred, it’s not just to a person, but to the right person.
This time, the chatbot responds with clarity:
“We’re connecting you to a contract expert who can help. Your chat will be answered in 30 seconds.”
Jennifer either gets transferred immediately or is shown a clear, accurate wait time — no uncertainty, no repetition. When the agent joins, she’s already equipped with Jennifer’s context and intent. No frustration — the pairing was precise, and continuous triaging ensured Jennifer was prioritized before she considered switching to a competitor.
Challenges
with agent retention
Let’s look at some numbers.
Source: Salesforce
Of Service Agents have considered quitting in the past six months, says new Salesforce report.
of U.S. consumers are much more willing to use a chatbot if they know they can easily switch to a live agent
Service agents play a vital role in customer retention.
As the primary—and often the only—human connection that customers have with brands, agents have grabbed the attention of senior leadership: 78 percent agree that service agents play a vital role in customer retention.
Despite the increased visibility, the risk of burnout is high. Heavier workloads, more responsibility, inadequate training, and mixed signals from leaders have many agents feeling overwhelmed and under-appreciated. Only 15 percent of agents are extremely satisfied with their workloads, while a mere 20 percent report feeling the same way about the quality of training they receive. Taking all factors together, less than 30 percent feel empowered to do their jobs well. Unhappy agents are a slippery slope toward higher churn rates and, ultimately, dissatisfied customers.
Source: Zendesk
The good news
We can do something about it – and it is not about hiring more people. It is about taking care of our agents and making sure their skills are matched with the priorities of the business and specific customer needs.
In a report ‘Experience is everything’, PWC has come up with a formula on how to get it right. Customers generate revenue. Employees drive the experience. Reduce friction for consumers and empower employees to bring higher customer satisfaction. This may require new ways of working, more focus on the employee experience and a sophisticated view of the human-and-machine relationship.