Beyond automation: the value of a customer service chatbot
This webinar was live on March 27, at 2PM (GMT). It is now available on demand. Fill out the form below to request access to the recording.
When we think of chatbots, we think of automation.
Chatbots can help customer service departments automate some of the more common queries, the processes that simply require an informational response. And they do so really well. Some of our chatbot solutions have managed to handle close to 80% of customer enquiries.
But there's more.
Beyond 'just' automation, chatbots help enhance the customer experience through personalisation, exceptional flow handling, sentiment and mood adaptation, and more.
In this research-backed webinar, we dig deeper into the fundamental improvement chatbots make to the entire customer experience.
Access the recording to discover how a chatbot can bring value to your customers, at every stage of their journey. Learn:
- How consumers feel about chatbots handling their queries.
- What value a customer service chatbot can bring to the business (using data from live solutions).
- How to design and implement a chatbot to maximise ROI.
Striking the right feature balance
Custom conversational software (aka chatbots) can be built to achieve anything. While this sounds quite exciting, it actually means your project could easily go in any direction and end up nowhere.
In the customer service world, there is a balance to strike in order to deliver an enhanced customer experience through artificial intelligence.
There is such a thing as a 'too personalised' chatbot. Customers will get creeped out.
There is such a thing as a 'too vague' chatbot. Customers will not get the answers they need.
There is such a thing as a 'too much of a gatekeeper' chatbot. Customers will still end up having to talk to your customer service team.
In this webinar, we define what good looks like. Learn how we help customer service departments by designing a chatbot that strikes the right balance in terms of features, personality, and knowledge.
This webinar was live on: Friday, 27 March 2020
Recording available on demand. Access now.