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Customer Service Operations & Automation Research

We're researching how customer service teams work today — what consumes their time, where current processes break down, and where AI or automation could genuinely help.

This short survey takes about 3–4 minutes.

We're interested in your real-world experience, whether or not your organisation currently uses AI or automation.

Your responses will be used for research and product development purposes.

ABOUT YOU

Which best describes your current role?

*

A

Customer Service / Support Agent

B

Senior Customer Service / Support Agent

C

Team Lead / Supervisor

D

Customer Service / Support Manager

E

Head / Director of Customer Service or Customer Experience

F

Operations

G

Customer Service Technology / Automation

H

Founder / Business Owner

I

Other

What industry does your organisation operate in?

*

Which channels does your organisation currently use to communicate with customers?

*

Phone

Email

WhatsApp

Website live chat

In-app messaging

Instagram

Facebook / Messenger

X (Twitter)

TikTok

SMS

Other