Practical Ways Chatbots Are Addressing Enterprise CX Problems

Chatbots have become standard tools in digital workplaces globally. Driven by consumer demand for connected customer experiences, Gartner predicted in research last year that 25 percent of customer service operations will use virtual customer assistant or chatbot technology by the year 2020. However, research released his week by MuleSoft, which provides a platform for building application networks, entitled Consumer Connectivity Insights 2018 (registration required), shows that there is still considerable work to be done in the deployment and use of chatbots. The research, which is based off data from a survey of more than 8,000 consumers demonstrated that customer loyalty is at risk for organizations unable to provide seamless experiences across all channels and timely access to information. It also pointed to problems with chatbots.