Adopting an AI chatbot to improve customer and employee experience

The AI chatbot: almost every organisation should consider designing and deploying one to differentiate themselves to both their customers and employees. The main reason organisations should adopt AI chatbots is because they're available 24/7. Customers and employees (perhaps on a work trip in another time zone) can get a response almost immediately and the technology enables consistent messaging with every interaction. If someone is going through a customer call centre, for example, there's not always a consistent message being delivered for the brand. Indeed, the main use case that Katie Gibbs, head of AI at BJSS -- the privately-owned business and technology consultancy -- has seen is where organisations use an AI chatbot to reduce the strain on their call centres.