Council Post: Going Beyond AI In Customer Support

There are many tools coming up in the market that are branded as artificial intelligence (AI) or expert tools. The customer support market is especially proliferated with robotic process automation (RPA), chatbots and automation technology. Many companies are at a loss on how to evaluate them and know when to use what. Their focus is on return on investment (ROI), and these tools don't specifically cater to the customer's needs. Below, I discuss how to think beyond buzzwords and explore the differences in technology to help business leaders pick the right solution for their customer support needs.