A study by Talkto recently drew the conclusion that across a persons lifetime, they will spend 43 days waiting on hold.
In other terms that’s half a day per year or 0.145% of the average UK life expectancy.
Time is the most valuable resource we all have on this planet, why are we spending 43 days of it on hold?
The other side of this is we live in the 21st century, think of all the technology solutions we have in the world, yet our primary communication channel for customer service hasn't changed much since the 90s.
Sure, there are some tools that help business be more efficient, call queue announcements, call back features, automated chat bots but fundamentally customers have been left with the same experience for decades.
Now in 2024 we find ourselves at an exciting crossroads. AI will for sure dominate the customer service industry in the years ahead. A vast majority of customer service tasks will now be addressed by AI, at least on the front line. At WeWait we are already working on tools that can build on AI technology and make it inherently useful for consumers.
Theres a revolution coming in the customer service industry, an amalgamation of WeWait and AI that will offer consumers and businesses efficiencies that are fit for the 21st century. It's time to say goodbye to the 90s!
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