Customer Experience Improves When Humans and Bots Work Together

Chatbots have made many a transaction more efficient. They're great when customers need a quick, simple answer like, "What's my balance?" On the other hand, if you've ever had a frustrating "conversation" with a bot – online or on the phone – you know that bots have limitations on their own. That begs the question: How can businesses create better bots and make the handoff to live agents more seamless, and less painful, for the customer? Experts in bot development agree that efforts to create a satisfying experience must begin with the customer, which is why Mitel partnered with Google to power intelligent customer experiences.