AI and bots might have been the most talked about trend of 2018. You couldn’t go to a contact center or customer service event without noticing how many sessions were dedicated to the topic, or overhearing attendees talking about the abundant use cases for AI and self-service bots. And I can’t blame you—not only do they help lower costs and empower your agents, customers love using self-serve on their favorite channels like web chat and messengers. But why then are 40% of the chatbots implemented in 2018 going to be ripped out? Because organizations aren’t taking a customer-centric approach to AI and bots.
We’ve created our “cheat sheet” infographic on how to win with AI and bots in your customer service operations. If you’d rather read the e-book, click here.