How to Transform the Customer Experience with Chatbots and Avaya

From Jarvis, Mark Zuckerberg's Iron Man-inspired assistant, to Microsoft's rather unfortunate Tay experience, chatbots have been making the news this year – not least in how they are playing an ever bigger role in customer service. While there has been a lot of speculation about how chatbots are going to replace human agents in contact centers, we are still a long way from that scenario. Rather, they are freeing up humans and, somewhat counterintuitively, helping to deliver a more personalized experience. Automation in customer experience is all about making things faster, easier and more streamlined for customers – so we don't have to repeat ourselves multiple times, and explain our problems to different agents every time we contact an organization. Pretty much any organization today has some sort of customer experience process in place, and that process has evolved along with technology.