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Hot Off the Press: The Chatbot Buyer’s Guide for 2023

By Chris Ezekiel, Founder & CEO

Chatbots and conversational AI have been gaining acceptance as essential pieces of successful customer service and employee support strategies. If your organisation doesn’t have at least one of these solutions already, it’s likely you are planning to deploy one soon or are exploring the possibility of adding one to your 2023 strategy.

Unfortunately, as adoption of this technology is increasing so is the oversaturation of the market with poor performing chatbot products. Now many live chat, CRM, and contact centre vendors are attempting to jump on the conversational AI bandwagon with their own ‘add-on bots’. This is creating both confusion for buyers and a starker divide between vendors selling add-on bots and vendors that are true conversational AI specialists.

What makes a chatbot vendor a conversational AI specialist?

A conversational AI specialist is a vendor whose core product is their conversational AI platform. It’s not just something they have tacked onto another product offering to take advantage of the growing interest in chatbots. They have an established history of delivering successful virtual agent and chatbot solutions.

A conversational AI specialist has a focus on creating successful self-service experiences through tightly integrated and personalised conversational engagement. Their technology uses artificial intelligence (AI) to improve solutions in an accurate, reliable way that gives organisations full control. They are driving conversational AI technology forward with dedicated development teams and innovative deployments.

If a CRM, live chat, or contact centre vendor you are already working with suggests adding their own chatbot to your contract, it can be tempting to quickly accept as an easy way to meet growing demand for self-service. However, it is very important that you take the time to properly evaluate their solution and how it will work for your organisation.

If you are considering the purchase of an add-on bot – or any conversational AI solution, for that matter – you should first ask yourself the following questions:

  • Am I looking for a chatbot that will deliver high rates of self-service resolution and containment to reduce my support costs and alleviate pressure on live agents?
  • Am I looking to deliver a personalised self-service experience that goes beyond just a basic FAQ bot?
  • Am I looking for a platform that fits with a composable business approach and can easily integrate with my current backend systems so I can respond to market changes with agility?
  • Am I looking for a solution that offers me scalability, flexibility, and lots of customisation?
  • Am I looking to deploy a solution that will deliver long-term self-service success?

Did you answer YES to any of these questions? Then you need the brand new Chatbot Buyer’s Guide: Benefits of Collaborating with a Conversational AI Specialist.

This comprehensive 2023 guide takes you through the key differences between a solution from a conversational AI specialist and the most common add-on bots on the market today. It also includes a quick comparison chart to help with your evaluation and purchasing decision.

Unless you’re someone working in the conversational AI space every day, it can be extremely difficult to know exactly what questions to ask when comparing chatbot products. That’s why expert guidance is so important for making a smart purchasing decision. Differences in how AI is implemented, the types of self-service experiences that can be delivered, typical pricing structures, and compatibility with composable business models are just a few of the areas covered by this guide.

Download your copy of The Chatbot Buyer’s Guide for the expert insights you need to get your 2023 conversational AI journey off to a good start. Whether you start by reading the in-depth explanations of each key chatbot capability or immediately jump to the quick comparison chart at the end, this guide will help you create an informed evaluation process for a smart purchasing decision.

If you’re interested in learning more about working with a conversational AI specialist, the experienced team at Creative Virtual is always ready to arrange a live demo and consultation session.