Automation technologies are here, and they’re giving all businesses a chance to rethink their service models and reshape their customer journeys to truly meet customer needs.
For the contact center, chatbots are more than just the latest buzzword – they hold the promise to not just trim costs, but to meet customers in novel ways that make issue resolution faster and easier.
While many a contact center leader has expressed strong belief in the potential for chatbots to improve the service they give to customers, turning that potential into reality can be more difficult. Assuming that your Chatbot will work out of the box is like throwing a brand new employee into customer queries without training – chatbots, just like new staff, need attention to allow them to perform at their best.
In this guide, we break down some of the considerations and steps you’ll need to follow to ensure that when you finish adding a chatbot to your website, it improves efficiency levels and customer experience.