B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Dated
72%
72% -- customers preferring self service for customers and prospects (2010)
In 2010, Forrester reported that 72% of customers and prospects preferred to resolve their issues independently rather than contacting customer service.
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Lighthouse Research Team
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Evidence graded
Value
72%
Unit
Percentage
Data Vintage
2010
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Forrester
Primary
Tier C
https://odigo.com/blog/generative-ai-is-powering-the-next-generation-of-chatbots/ ↗
Source Article
Is generative AI the key to boosting chatbot performance
In 1907, L. Frank Baum introduced what is arguably the first talking human-like ‘robot’ in literature, though the term was only coined later. In his children’s novel Ozma of Oz, Tik-Tok’s clockwork mechanism powered both his thinking and movement. Roughly a century later, chatbots made their way int…
Original Research
Forrester
· Original study ↗
Methodology
Forrester research cited by Odigo
Methodology documented
Segmentation
Industrymarketing
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Plain Text
customers and prospects: 72% customers preferring self service. Source: Forrester (2010). Via Lighthouse Intelligence -- https://lighthousedata.io/data/forrester-self-service-preference-2010
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<blockquote cite="https://lighthousedata.io/data/forrester-self-service-preference-2010" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>72%</strong> -- customers preferring self service for customers and prospects<br><small>Source: Forrester (2010) · <a href="https://lighthousedata.io/data/forrester-self-service-preference-2010" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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