Here’s why I think more companies will turn to customer experience automation by using chatbots and voicebots:
Customer experience teams are being asked to do more with less budget.
That means they need to get creative and innovative about how they serve their customers.
You can still deliver a great customer experience using chatbots and voicebots.
*Just remember to make it easy for someone to get to a live agent if needed.*
For example, a food delivery company can add a voicebot to help when someone’s order has issues. Voicebot tech has gotten to the level that they can understand whole sentences and not just words, so it would be easy to diagnose the issue and provide a fix without needing a live agent’s help for this.
Do you have positive / negative feelings about this kind of automation?