One of the most frustrating experiences is when you call up an organization and their IVR system runs you around in circles. Chatbot Fail #1: Not directing to an agent We have hidden the current owners of the bots as we don’t want to call anyone out specifically. Poor execution hinders them from taking advantage of the benefits that can be had here and now – leaving some chatbots’ present-day performance much to be desired. Unfortunately, with all the hype of artificial intelligence as the be-all, end-all solution to your customer service pains, people rushed in too quickly without thinking about how to properly implement it. Done right, they hold the potential for more natural customer experiences and greater organizational efficiencies by handling and resolving more queries without increasing your operational costs. They’ve become smarter, faster, and more useful. In less than five years, asking a chatbot to tell you the weather forecast or buy your groceries has transformed from something nobody thought possible to an everyday occurrence.Ĭhatbot advancements over the years aren’t limited to just Google Home being able to turn your lights on and off (although that has certainly given Clappers a run for their money). Hey Siri, Alexa, and OK Google have all become common commands in the emerging age of intelligent assistants.
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