What is Customer Effort, and how can it be measured from chatbot conversations? And, how can Disambiguation improve Customer Effort? Aslo, can Automatic Learning be employed to improve Customer Effort over time? Below you will find an explanation of what customer effort is. And a complete how to guide on extracting Customer Effort from your IBM Watson Assistant chatbot. Customer effort is an extremely convenient metric to measure your chatbots performance.

The rise of Artificial Intelligence technology is reaching into many aspects of how we do business, as organisations utilise it to drive efficiencies and pull costs out of their business. In terms of customer engagement, there is a push around AI, and from a technical perspective, it is maturing to deliver a semi-human experience. But from what we've seen so far, there is still some way to go when it comes to realising the benefits of a reduction in human interactions. Enterprises envisaged a fast ROI with digital initiatives but in reality, it has not lead to a reduction in human contact in contact centres, but rather simply presented the customer with another option. Customers are just as reliant on human interaction as ever.

On the heels of several recent high-profile customer service debacles in the airline industry, it's clear that how you treat your customers can make or break your company and its reputation. From legacy giants to the booming on-demand economy, fast and intelligent customer service has never been more crucial. And with new developments in technology, including buzzwords like cognitive computing, machine learning, and VR, merging human interaction with AI is seeming to be more and more likely the solution for managing customers needs. Using AI to manage customer service is a trend that we will increasingly see more of. However, that's not to be confused with completely replacing human interaction when it comes to customer service.