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Many organisations are struggling to deliver a positive customer experience as they deal with more contact channels than ever before. Fortunately, there is a powerful new CX approach to help them build better relationships with customers: combining artificial intelligence and humans.
When it comes to incorporating artificial intelligence, chatbots, virtual agents and live chat into their customer support strategy, organisations need to make decisions based on realistic expectations. But with so much media hype and overpromising from some industry vendors, it can be a challenge to separate the truth from the myth.
Media hype and overpromising from some industry vendors have created unrealistic expectations for AI chatbots, whilst at the same time industry analysts are predicting significant increases in chatbots and virtual agents in the customer service space. What does this really mean for the future of customer engagement and your contact centre?
Personalised, consistent and accurate engagement anytime, anywhere – customers expect it and are left disappointed when organisations fail to deliver it. With customer experience being a key factor in purchasing decisions, smart companies are turning to the combination of virtual and real support to successfully provide omnichannel engagement.