Question

A large retailer has invested heavily in automated chatbots and self-service portals to reduce service desk call volumes. Volumes drop, but user satisfaction scores fall sharply. Users complain that when they finally reach a human, the agent is dismissive and shows no understanding of their frustration. According to ITIL, what capability should the organization emphasize to address this?

Accepted Answer

Practical empathy and excellent customer service skills within the service desk, alongside the automated channels

Answer

Increasing the number of automated channels to further reduce the need for human contact

Answer

Shifting service desk staff to focus solely on technical incident resolution rather than user interaction

Answer

Transferring all user contact responsibilities to the problem management practice