Your Chatbot Still Needs the Human Touch - Contact-Centres.com

For years it's been accepted that a bad IVR interaction can damage the overall customer experience. So why are some organisations now in danger of repeating the same mistakes when it comes to deploying the latest AI-powered chatbot solutions? The sheer volume of invitations currently landing in my inbox for seminars promoting the shift to conversational AI indicates that there's an accelerating move towards the world of bots – but what's actually happening at the CX coalface? The reality is that things are quite confused – particularly with regard to who's actually responsible for driving the success of today's major chatbot projects. The CX team is keen to get their chatbot initiatives underway, and launching them is relatively straightforward as there are plenty of available bot frameworks for IT to get started with.