We are now at a point where technology has, in many ways, caught up with our visions. We can use artificial intelligence to improve efficiency and quality of our customer meetings. From having been a series of interactions in different channels, the customer experience of the future is a conversation that flows seamlessly between channels without losing context. A conversational bot can switch between speech and text and is a key player in what we call the omnichannel experience, but it is important to train it properly for it to become a genuine team member.
Today’s conversational bots understand natural language, are self-learning and offer relevant and personalized answers based on context. When they need, they can ask a follow-up question to better understand customer intent.
In our whitepaper we talk about the potential of a modern conversational bot and what happens when it is hooked up to the collective brain of the business. We also cover best practices for a successful implementation – that will make both customers and colleagues appreciate the bot.
We share our best tips for “onboarding” the bot, how to coach it and how to build a good dialogue that aligns with your company’s brand and tone of voice (formal or more humoristic). We also look in to the benefits of “start small”, and how to know in which situations customers prefer to chat or talk.