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Postcard From Las Vegas: Happy Customer Service Week!

By Claudia Ramos, Senior Customer Success Manager, USA

When I got news that I’d be relocating with my family to Las Vegas, NV, I was thrilled with the possibility of finally breaking out of the Contact Center world and embarking on my new dream. I envisioned my big entrance in the Hotel Bizz. Dreams aside, I had to provide for my family. The reality of a crashing economy shattered my dream of working in a new exciting field. I knew that I had become great at something I did not like so much anymore. So, I accepted a Contact Center Manager job that paid 50% less than what I was making previously. Looking back, at least I had the view of the Las Vegas Strip and the occasional fun background check to review and decline for hire…

However, what was it that changed my love and passion for working at a Contact Center?  It was never the clients, the calls or coaching sessions, and certainly not the amazing Potlucks. First, I was fed up with the fast-pace of hiring demands. Second, was how quickly we had to teach the agents to follow quality guidelines and memorize all the products offered. At one point, I remember being the only manager on the floor with 45 New Hire agents and every other agent was asking the same question. If you do not know the feeling, it is equivalent to hiking Red Rock Canyon without shoes (it’s a long story)! I would go on to interview, hire, train, coach and motivate agents for the next few years. Each day, reminding myself that all this experience would come in handy one day. At the very least, I was able to fit into some old Levi’s from my early 20’s due to all the walking around answering questions!

I have a new spring in my step these days! In 2016, I took the challenge from my mentor to join a team of Artificial Intelligence experts. Without a doubt, my first thoughts were, “Bots are here to take our jobs”, “Bots are not conversational”, etc. Do you want to know what made things interesting? The VP told me, “These are some of the best conversations you are going to read” (insert LOL emoji). Fine, I would like to read these myself! As I started reading through conversations, they felt more like a face-to-face conversation with a person than talking to a robot. I was noticing that the chatbot was handling more concurrent chats. All the while helping resolve the customers’ questions. The chatbot was apparently alleviating issues at all levels, resulting in a reduction in phone escalations. The additional development was that the chatbot could assist agents with listening and providing accurate responses to customers. My initial reaction was jealousy. I wished this technology had been available to me during all those years of on-the-job training for New Hires and walking the sales floor!

The hustle of my Vegas Contact Center days was not in vain. I feel good being able to contribute to a fast-paced world that needs happier, more satisfied agents and customers! Chatbots are created by people who are passionate about helping others. Individuals who understand the importance of clients receiving speedy and accurate resolutions and carefully curating answers that maintain a conversational element.

Big shout out to all the New Hires out there. Y’all are too much sometimes, and that is okay because I love you. Thank you for all you do!

Reach out to learn more about our AI experts and solutions.

“Thank you for calling..this is Mike, how can I help?”

By Mike Murphy, CEO, USA

Taking customer service calls is a lot harder than you imagine it would be. No one is particularly happy to be speaking with you, and they get a little less happy with every passing second. I’ve said it many times…being a call center agent was the most difficult, challenging, and rewarding job I’ve ever had. The goal is to warmly greet a stranger, figure out which of the hundred or so possible issues they need help with, convey empathy in an honest way, talk them through a resolution, wrap the call with appropriate branding and thank them for being a customer…and do it all in 12 minutes, before picking up the next call with the same level of energy…rinse and repeat 30 or so times in a shift, unwillingly do the same in your dreams at night, and start again the next day without missing a beat. By the way, you’re also logging case notes in real time, clicking through a call-flow tool, and looking up information in several different windows. Heavy drinking the night before is ill-advised.

On the plus side…it’s a metrics-driven job.  AHT, CSAT, FCR, NPS, Conversion Rate, AOV…everything is captured, reviewed, tracked and ranked. Your aim is to incorporate the fundamentals of good customer service: Make it effortless, Be nice, Be quick…while completing as many conversations in a day as possible. Talented customer service reps aren’t cheap, so maximizing their productivity is key and has been my professional focus for the last 15 years. Agent chat was the first technology I witnessed dramatically increase agent productivity. Now a great “contact” center agent could have 80-100 quality conversations per day instead of 30. Learning how to translate the fundamental principles of customer service to work within a digital conversation was also a lot of fun to figure out. Chat provided some interesting learnings…including the fact that creepy people are even creepier in chat. Working alongside other talented individuals, we figured out a playbook for best-in-class chat agent training. And now we have chatbots. We’re now applying the same principles from the chat-agent training playbook to chat-bot training. And we’re also helping out agents with bots of their own and driving the next leap in productivity. Great chat agents with bot-assistance can now do 150+ chats per day. And the bots themselves are happy to do 100,000+ conversations per day…and haven’t showed up to work sporting a hangover just yet. Can’t wait to see where we go next.

Reach out to learn more about our AI experts and solutions.

Nobody Puts the Customer in the Corner

By Mandy Reed, Marketing Manager (Global)

Happy Customer Service Week! Each year the first full week of October brings the week-long international celebration of the importance of customer service and the people who operate by the motto ‘Nobody puts the customer in the corner’ by providing great customer service every day of the year. From those who provide face-to-face service to those working in contact centres to those responsible for supporting self-service channels, delivering quality customer service is a team effort, and we salute you all.

As we shine the spotlight on customer service professionals this week, let’s take a look back at some of the trends, tips and statistics we’ve shared on customer support and the contact centre over the past year with our annual blog post roundup:

  • The Future of the Contact Centre – Technology is altering the way customers engage with brands and increasing their demands for instant 24/7 customer service. The traditional model for call centres and contact centres is no longer providing the experience customers have begun to demand. As organisations look to meet the expectations of digitally-savvy customers, changes in the contact centre and the job descriptions of customer service agents are going to be key to digital transitions.
  • Live Chat vs. Virtual Agents: A Story of Overcoming the Divide to Work Together in Perfect Harmony – In the not too distant past it wasn’t uncommon to come across organisations struggling to decide between live chat or a virtual agent on their website for customer support. However, now the either-or debate is changing into a discussion of how to bring these two technologies together to work in perfect harmony. Organisations that continue to view them as stand-alone tools instead of complementary solutions are going to struggle to provide quality digital support experiences for their customers.
  • CX in 2017: A Tale of Empowered Customers, AI and Self-Service – According to Forrester, companies are under attack from their customers with technology-empowered customers deciding the winners and losers. The analysts at Gartner have also been following these technology-driven changes in customer preferences and predict that by 2020 the use of virtual customer assistants (also called virtual agents or chatbots) for providing better customer service will increase by 1,000%. Knowing you need to offer digital self-service and successfully implementing these tools as part of your overall customer service plan are two very different things, though. The best way to start is by educating yourself about digital engagement solutions and customer expectations.
  • Conversational Commerce for Demanding APAC Customers – The Asia Pacific region had been seeing the change to self-service happening separately from the contact centre which then created new challenges for companies. Now contact centre professionals are coming to understand that virtual agents and chatbots can work together with contact centre agents and are seeing the benefits of including these conversational systems as part of their overall customer service plans.
  • Is the Contact Centre Part of Your Digital Transformation Programme? – Every organisation is in the midst of digital transformation programmes and the contact centre needs to be a key part of that, although that’s not always the case today. In the future, the contact centre will be the centre of excellence for the knowledge used across customer support channels and organisations need to put the necessary tools in place to facilitate that change.
  • Infographic: Are Chatbots and Artificial Intelligence Threats to Your Contact Centre? – Some academics and experts are warning about the dangers of AI, predicting everything from a huge loss of jobs to the end of the human race. At the same time, industry analysts are predicting significant increases in chatbots and virtual agents in the customer service space. This infographic gives a realistic overview of the impact of AI, chatbots and virtual agents are having on the contact centre.

 

Conversational Commerce for Demanding APAC Customers

By Philip Chuck, Territory General Manager, Greater China

Effortless, Accurate, Seamless, Effective. When it comes to customer service, this is what customers expect. Yet putting the right technology, process and people in place to delight customers presents challenges for companies. This sparked insightful discussions during the 2017 Hong Kong Call Centre Association (HKCCA) International Symposium on 28 April.

One hot topic was the growth of conversational systems – chatbots and virtual assistants – in Asia Pacific. Creative Virtual Founder & CEO, Chris Ezekiel, addressed this in his presentation titled Taking Your Contact Centre into the Future with EASE. He talked about the changes contact centres need to make to meet customer expectations, including best practices for bringing together chatbots and virtual agents with live chat. He shared live examples of virtual assistants in action and demonstrated how a combination of virtual and real support can benefit both customers and contact centres.

His presentation received a positive response from Symposium attendees. In the region we were seeing the change to self-service happening separately from the contact centre which was creating new challenges for companies. Now contact centre professionals are coming to understand that virtual assistants can work together with contact centre agents. They are seeing the benefits of including these conversational systems as part of their overall customer service plans. APAC customers are increasingly reliant on technology and inclined to integrate digital and physical experiences. Joining together the contact centre with self-service channels is necessary for companies to create delighted, loyal customers.

Another key takeaway from the event was that chatbots are one of the technologies that can be realised early along the road of digitalisation. This is important for companies struggling to move forward with their digital transformation. No matter what industry they are in, organisations are seeing the demand for conversational channels from their customers. Chatbot technology enables them to create digital conversations with customers that are effortless, accurate, seamless and effective.

My thanks to HKCCA for hosting another great event! It was a pleasure to take part alongside our partner company Continuous Technologies International Ltd for a third year.

You can learn more about how virtual assistants can work together with contact centre agents by downloading the guide, The Future of the Contact Centre. If you want to learn how chatbots can help your organisation create conversational commerce, request a live demo.

2017 HKCCA Symposium

IAC London 2017: Real use cases and best practices for natural language intelligent assistants

By Mandy Reed, Marketing Manager (Global)

Chatbots continue to be a hot topic for customer service and marketing with more and more organisations beginning to realise the potential benefits of automated conversational systems. The best way to learn about this technology, how it can be implemented and its place in the future of customer experience is to engage with companies already using it and industry experts. Opus Research’s Intelligent Assistants Conference (IAC), returning to London for a second year, offers the opportunity to do just that. The conference will feature a series of keynote addresses, expert panel discussions, case studies and networking opportunities.

Creative Virtual will once again be sponsoring IAC London and lending our expertise to the conference agenda. Rachel Freeman, Head of Operations, will be a part of the ‘Stepping up to Conversational Commerce’ panel on Day 1. Peter Behrend, CTO, will help Opus Research end the event as a panellist on the closing panel, ‘Future of Intelligent Assistance’.

On Day 1 of the conference, Motability Operations will also present a case study of their virtual assistant ‘Ask Mo’ which they’ve partnered with Creative Virtual since 2007 to deploy. Llaura Hughes, Training & Communications Manager at Motability Operations, will showcase how the organisation uses a blended approach of a virtual agent and interactive process maps to meet their key initiatives and achieve top-ranking customer and employee satisfaction scores in their contact centre. Motability Operations was the winner of the ‘Innovation Award for Sustainable Culture’ award as part of the 2015 Customer Contact Innovation Awards for this approach to knowledge management.

Creative Virtual will also have a stand in the vendor exhibition area where members of our team will be on hand to give live demos of our innovative virtual assistant solutions and explain more about how organisations around the world are currently using our technology to improve both customer and employee experiences. The team will also be happy to discuss the company’s recent win of the Queen’s Awards for Enterprise: Innovation 2017. This award was presented for V-Person™ (our virtual agent technology) and V-Portal™ (our knowledge management platform), and the commercial success we’ve achieved with these customer engagement technologies. The award is not only a great achievement for Creative Virtual, but also for the industry. This recognition brings attention to the technology along with the positive results forward-thinking organisations are already achieving with Creative Virtual’s solutions. Opus Research’s Amy Stapleton discusses this more in her recent article, Creative Virtual’s Prestigious Queen’s Award Reflects Growth of Intelligent Assistance.

IAC London 2017 will be held 4-5 May 2017 at Claridge’s Hotel. More information and the full agenda can be found on the conference website. Also, check out these materials from last year’s event:

You can also download our educational whitepaper Virtual Agents and Chatbots and Avatars – confusing or what! to learn more about intelligent assistants and request your own personalised demo to see the technology in action.

AI Costs People Their Jobs!!!

By Mike Murphy, COO, Creative Virtual USA

You’ve seen the “Technologists” and “Futurists” with their neon-framed spectacles warning us that the Artificial Intelligence (AI) Revolution is going to put all of us out of work. Well…maybe they were right this time! We saw a couple of big news stories just in the last couple of months…first IBM Watson devoured some poor souls at MD Anderson and PWC, then Facebook lost a few fingers in the chatbot gears. The robots did indeed take some jobs…but not in the way the Futurists predicted. These folks were technology casualties because they were operating under the premise that their technology alone can do great things. And they’re right..Machine Learning and AI technology can do great things. But that doesn’t mean that it will. Luckily enough, it looks like people are going to be the key technology to fulfilling the promise of AI in automating human tasks.

It was exceptionally impressive to watch Watson beat Ken at Jeopardy. But the process that Watson underwent to get to that point was the real key to its eventual success, much more so than any inherent technological capability. And that optimization process involved lots of good, old-fashioned humans. The key to successful automation is understanding the process and the artistry behind any task. And every job has an element of artistry. Take doctors for instance. If you ever overhear a conversation between friends recommending a doctor (or mechanic), there’s a pretty good chance it’s because they are ‘a really nice, pleasant person who listens’…or some version thereof. When people share a good customer service story, there are often elements of “empathy” and “ownership” mentioned in their telling as often as “intelligence”. And who hasn’t gone back to a diner more for the entertainment value of the wait staff than for the food? The point here is not to underestimate the complexity of any job, even simple ones, that humans perform today. And betting your own job on Watson to deliver on its promise is much riskier than you may think.

There is an important lesson to learn from IBM & Facebook’s failures with AI. But it isn’t that the technology isn’t ready to make significant impacts on your business. The lesson is an old one…that, when selecting a vendor to partner with, you choose one that best understands and appreciates the complexity of your business. While we’ve helped companies automate millions of conversations over the last 13 years, we still start each engagement by first understanding how their best employees perform the task well. And we understand the importance of a close partnership that continually works together with experts within your own business to ensure our solutions are effective and consistently providing the right customer experience. Avoid losing your job from ill-behaving robots by reaching out to us for more info.

And if you’re attending Enterprise Connect in Orlando, FL be sure to swing by the ‘Contact Centers 2020: What Will Drive Innovation in the Contact Center?’ panel starting at 1:00pm on Monday.

 

What to Consider When Deploying Chatbots

By Mike Murphy, VP of Customer Success, Creative Virtual USA

Launching a new digital customer service and sales solution can be equal parts exciting and intimidating, especially if your company is new to alternative digital care and sales solutions. But deploying chatbots to lower customer effort and improve the speed at which they can get the help they need isn’t as difficult as you might think.

Here are a few things to keep in mind to ensure an easy, successful chatbot launch:

  1. Build from Customer Conversations, not FAQs

Your chatbot is designed to have conversations with your customers – not to dispense one-sided lectures. FAQs and knowledgebase articles are written to broadcast a detailed message to a large audience. Good articles address the full scope of an issue. Chatbot conversations should look more like your text messages than a Wikipedia article. Active dialogue between customer and chatbot results in a customer-specific journey, which lowers effort for the customer and improves the accuracy of solutions. While it’s fine to supplement chatbot responses with content from product pages and support databases, the majority of your chatbot’s responses should be based on real conversations your representatives have with actual customers. Start with live chat transcripts, transcribed voice calls, and email correspondence.

  1. Perfect is the Enemy of Good

Answer content typically comes from one of three sources:  Voice of the Business (knowledgebase articles, corporate policy), Voice of the Agent (chat transcripts, call recordings), or Voice of the Customer (customer feedback, exit surveys). There is a tendency to load up your new chatbot with lots of VOB before launch. This is a mistake. Get your top issues from VOA analysis, supplement with the minimum amount of VOB you can get away with, and release the tool to interact with customers. Let the “learning” part of “Machine Learning” be driven by VOC data that starts flowing in with the first conversation. The more conversations your virtual assistant has, the easier it will be to make quick changes that improve accuracy, reduce handle time for the customer, and improve customer satisfaction.

  1. Be agile

Your call center supervisors coach new agents daily as they first start taking calls to ensure quality and efficiency meets your standards. Follow the same approach with your chatbot. Once you launch, pay attention to what questions or inquiries it receives the most, and which conversations are receiving poor feedback. Have a subject-matter expert on your business work with an expert in digital customer service to coordinate on delivering quick updates and improvements – adding or tweaking answers for common questions and approving the machine-suggested recommendations.

When can you expect ROI after deploying chatbots?

Payback periods are heavily dependent on the pricing model you have chosen for the program. Traditional software costs, maintenance, and professional services fees may take months or years to recoup depending on the scope of the deployment and rate of customer adoption. However, Pay-For-Performance models tied to desired business outcomes (resolved contacts, converted sale, qualified lead, etc.) mean no up-front costs and returns begin with the very first chatbot conversation.

Be Aggressive

Once your solution is live and actively helping your company shift conversations to intelligent self-service, there is little risk with quickly opening access to the tool across more areas of your site and mobile apps. More conversations flowing through the chatbot allow for more data and Voice of the Customer intelligence to improve the solution. Plan to make your chatbot Easy to Access, Intelligent, and Conversational and watch as your customers adopt your new cost-effective channel as their preferred means of contact due to its ease and effectiveness.

 

A Chatbot Customer Service Deployment and Results for Large Hotel Chain

By Scott Tompkins, Enterprise Account Executive, Creative Virtual USA

Not sure if chatbots are right for you? Those on the fence often find it helpful to see the real world results that other organizations have achieved from using an AI virtual assistant. One Creative Virtual client took a bold approach to chatbot deployment, allowing them to see immediate gains in their digital deflection rate while lowering their expenditures.

The situation before chatbots

The client, a large international hotel company, was looking for a way to make customer service more efficient and free up support staff to handle more complicated matters. Because of the organization’s complexity and many different subsidiaries operating worldwide, they needed an intelligent solution that was capable of handling many different types of problems. They turned to our V-Person™ platform for help achieving these goals.

The chatbot solution

Creative Virtual’s chatbot solution was deployed across all 12 of the company’s subsidiary pages. Our virtual agent (VA) replaced their “Customer Care” page that included phone numbers, live chat information and FAQs. The knowledgebase has grown from 250 solutions to just over a 1000 in 18 months. Digital containment hovers around 80% meaning the end user didn’t ask for a phone/live chat and they also didn’t select “I need to speak with someone”. Creative Virtual’s VA is currently available in their web and mobile channels with multi-language capabilities.

How their AI virtual assistant launched

Instead of waiting and slowly releasing their chatbot to the public in small increments, this company took a bold approach – they deployed the AI virtual assistant on every page of every hotel brand and took a broad approach, asking the customer what they needed before suggesting any information. They took away links to other forms of support through phone and email.

In a worst-case scenario, the bot could provide the phone number for a support line if it could not answer a customer’s question. Initially, the bot was set up to answer between 50 and 75 specific inquiries – not a huge amount when you consider the size and scope of the company. Other companies in their position might have deployed chatbots much more slowly, using them for one specific purpose or waiting a long time to launch across the enterprise.

What were the results?

Immediately after launch, the company experienced a digital containment rate of 40%. Shortly after, it climbed to 60%, later maxing out at an impressive 80% containment. The company also reported that they could reduce their customer service spending by 30% soon after deploying the chatbot solution. By analyzing chatbot interactions, the company could identify key areas of improvement and iterate to continuously improve the virtual assistant’s value.

Conclusion

Chatbots can have an immediate impact on your customer service performance and spending – if you allow them to. Instead of waiting to deploy your chatbots in a more restricted way, model the approach of this client and allow your bot to handle as many customer interactions as possible. This will improve your digital containment rate and give you more data to make your chatbot even more successful.

5 Common Misconceptions About Chatbots

By Alexandra Clements, Sales Support Specialist, Creative Virtual USA

Any relatively new technology usually comes with many questions. Chatbots are no exception – uncertainty and disinformation about AI virtual agents are abundant, but that doesn’t mean these solutions aren’t valuable.

Here are five misconceptions about chatbots and the real story behind each one:

  1. Your chatbot solution needs to be extremely comprehensive before launch

Many first-time chatbot users make the mistake of limiting the way they deploy their virtual agents. These users believe that an imperfect solution is unacceptable – their virtual assistant must be able to address almost any question or concern before it goes live.

This approach will delay your ROI and stifle your virtual agent’s ability to reduce your customer service load. Prepare your chatbot for the most common, easily deflectable issues and then allow it to “self-correct” by racking up conversations and improving answers based on that data.

  1. Your chatbot should be loaded with knowledgebase data and product info

It’s certainly important for your AI virtual assistant to speak intelligently on your company and its offering. Your chatbot needs to have a baseline level of knowledge in order to successfully answer customer questions.

But improving its ability to hold conversations is exponentially more important than loading it up with knowledgebase articles. Configure your chatbot solution based on real conversations with customers – agent chat transcripts, phone logs, etc.

  1. An AI virtual assistant can function with 100% independence

Despite what you might see in the media, no chatbot or AI solution should be allowed free reign to interpret and understand human interaction on its own. Earlier this year, Microsoft attempted to launch a completely independent Twitter bot named Tay. The results were horrific, and the bot was quickly taken offline.

Tay is just one example of a broader point – your AI chatbot needs to have input from a real person to ensure that it stays on track and doesn’t have an embarrassing malfunction. Human input will also help ensure the AI virtual agent is learning about the most relevant customer service issues, based on previous conversations.

  1. Chatbots are just another knowledgebase for customers

It’s true that chatbots can be an excellent source of answers on a variety of important subjects relating to your business and its services. But you also have to consider the benefit of an AI virtual assistant as it relates to accessibility. Not only is a chatbot an easy way for customers to learn, it allows them to get answers around the clock, on whichever channel is best for their needs. A customer could send a text message inquiry on Christmas morning, and they would still get an immediate response from a chatbot.

  1. AI customer service solutions only affect customer service costs

Many companies considering chatbots believe they will only see benefits in the customer service department – less strain on staff, fewer calls and email inquiries, etc. However, a good chat bot solution will also be setup to proactively upsell and cross-sell, which can boost sales and recurring revenue. A properly calibrated chatbot will also improve customer satisfaction, since people will be able to get instant answers from your company whenever they want.

Don’t let misconceptions surrounding chatbots prevent you from enjoying a healthy ROI and an improved level of customer satisfaction in the experience. Creative Virtual’s V-Person™ solution was created to immediately improve customer service performance metrics and make customers feel better about interacting with you. With over 50 Million conversations and 80+% digital containment, Creative Virtual’s V-Person solution is Easy to Access across all channels. It is uniquely Conversational, Intelligent, and always improving the customer journey.

 

Virtual Agents and Chatbots and Avatars – Confusing or What!

By Mandy Reed, Marketing Manager (Global)

I think you’d be hard pressed to find anyone involved with customer service, marketing, customer engagement or sales who hasn’t heard something about chatbots this year. Along with all the attention and media buzz has come a wave of confusion for the marketplace. What’s the difference between a chatbot and a virtual agent? Should I be jumping on the bandwagon and offering a chatbot on Facebook Messenger? What do my customers actually want from a self-service virtual agent? Are bots just a passing fad for engaging my customers?

If any (or all!) of these questions left you scratching your head, don’t worry.  You’re certainly not alone. Even industry analysts and experts have taken a second look at how they view and talk about this technology. A new whitepaper, aptly titled Virtual Agents and Chatbots and Avatars – confusing or what!, acknowledges this confusion and sets out to demystify the names, uses and future of digital customer engagement tools. As we approach the end of 2016 and begin to look at what 2017 will bring for the customer experience and service space, this comprehensive whitepaper is a great resource for understanding automated conversational systems and how they fit into your overall customer engagement plan.  It walks readers through:

  • The names and terminology being used for these systems in the customer engagement space: Virtual agent, chatbot, avatar, virtual customer assistant, bot, virtual assistant, chatterbot – there have been lots of different names used over the years which has added to the confusion in the marketplace. The whitepaper looks at the different terminology being used and what customers expect you to call your self-service.
  • The technology and AI behind chatbots and virtual agents: “A chatbot called by any other name is still only as good as the technology powering it.” This whitepaper discusses the buzz around artificial intelligence (AI) and machine learning in relation to self-learning chatbots. It also addresses the types of features, functionality and integrations you should look for when exploring this technology for customer support.
  • Selecting a tool that’s right for your company and your customers: Step one is to determine how the solution will fit into your overall digital customer engagement plan. The series of questions presented in this whitepaper will help you choose a chatbot or virtual agent that fits with that plan and meets the very high expectations of today’s customers for 24/7 access to personalised, consistent and accurate information.
  • Current use cases for conversational self-service: Facebook Messenger’s introduction of chatbots was certainly a big announcement this year, but this technology has also been proven successful for providing self-service on other customer engagement channels as well. This whitepaper also goes beyond customer support to explore a compelling use case for using these tools for employee self-service, too.
  • Preparing for the future of digital customer engagement: Will chatbots play a role in the future of digital customer engagement or are they just a passing fad? With so many organisations working with tight budgets and limited resources, this is an important question to explore before investing in any new technology. Backed by industry statistics and analyst predictions, you’ll get a peek into the future of the contact centre and digital engagement.

Ready to leave your chatbot confusion behind? Download a full copy of this whitepaper to help you explore the possibility of chatbots being a win-win for your organisation and your customers.