Strategy Guide
To Bot or Not to Bot
By 2020, a customer will manage 85% of their relationship with an enterprise without interacting with a human1. As new AI technologies – messaging apps, bots, and the like – continue to enter the customer experience space, that percentage will only rise.
But, just because you can automate something, doesn’t mean you necessarily should. There’s still a lot to be said for the empathy and authentic conversations that come with human-to-human interactions.
This eBook offers insight into how to strike a balance between automation and human interactions in the customer experience ecosystem.
In this eBook discover:
- Which interactions are best suited for customer service automation, and which require a human touch
- How automation can exceed customer expectations while reducing costs
- What you can do to integrate automation into your business
1Gartner
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Strategy Guide