23 Experts Share How Chatbots Will Transform Customer Experience in 2022

Chatbots have become a common solution to enhance customer online experiences and will continue to be a popular tactic in 2022. Chatbots are especially valuable for routine questions that can save customer care reps time and cost per call, while also useful to quickly solve simple customer questions, such as finding a nearby retail address, or hours of operation. As questions get more complex, chatbots can become a source of customer dissatisfaction if not done right. The solution must provide a "low level of effort" and be easy to reach a human being (unlike when calling a company 800# and getting lost in an IVR system). It's no secret that people's patience is dwindling, so the companies that use technology to enhance and solve their needs fast will win in a competitive marketplace. That means that companies must lean on CX-skilled leaders to ensure best practices are applied, such as communication continuity.