Customer service sucks, chatbots must be the solution

Capgemini has polled executives, customer service workers and consumers (but mostly executives) and found out that customer service sucks, and working in customer service sucks even more. Customers apparently want prompt solutions to problems. Customer service personnel feels that they are put in a position to upsell customers. For some reason this makes both sides unhappy.

Solution? Chatbots!

There is some nice rhetorical footwork going on in the report, so it was presumably written by a human. By conflating chatbots and live chat (you know, with someone actually alive) and never once asking whether the chatbots can actually solve the problems with customer service, they come to the conclusion that chatbots must be the answer. After all, lots of the surveyed executives think they will be the answer. And when have executives ever been wrong?