In their report, The State of Customer Service 2017, Incite Group found that delivering an effortless customer experience was the prime topic designated by executives. 98.74 percent ranked it from important” to “very important” to “essential”.
There are 3 different generations of chatbot technology found in contact centers, websites, or in an APP experience. Knowing the difference will help you to understand the customer experience and business impact to a much greater degree.
Chatbots are not living up to the promises that many people are expecting. And there's five common reasons as to why, that you need to know.