Combine Chatbots and RPA Bots for Better Customer Service

Although enterprise interest in bots seems to be at an all-time high, Gartner reports that 68% of customer service leaders believe bots and virtual assistants will become even more important in the next two years. As bots are called upon to perform a greater range of tasks, chatbots will increasingly rely on back office bots to find information and complete transactions on behalf of customers. Related Article: Deploying a Bot? Remember the Conversational Advantage Chatbots -- and other customer-facing front office bots, such as speech bots and natural language voice response systems (IVRs) -- have been the focus of customer experience transformation efforts. They listen to customer requests, gather details, look up information, perform operations and present results. These capabilities are enabled by conversational AI that includes natural language processing, intent prediction, conversation management and response generation.