25 February 2019
Chatbots: How to Create for the Best Customer Experience
If you’re keeping up with the technology trends in the customer experience (CX) space, you’ll notice that Artificial Intelligence and Chatbots consistently being hyped up.
There is a lot of data out there to support the anticipation, growth and acceptance of more automation in the contact center. More and more customers are preferring to interact with chatbots vs. calling into an agent. And the market is huge. A recent report from Grand View Research predicts the chatbot market will rise to $1.25 billion by 2025. And tech analyst Gartner states that by 2021, more than 50% of enterprises will spend more per year on chatbot creation than on traditional mobile app development.
Many organizations are looking to quickly jump on the chatbot bandwagon and implement the technology to support further automation efforts. However, there is a right way and a wrong way to design, build and implement chatbots. If you have a good strategy, know the best practices, and do it right, then you can automate more processes and make your customers happy, as well. Do it wrong, and at a minimum, your customers are annoyed. At worst, you make a big investment only to find no one uses it and your customer satisfaction quickly declines.
Intrigued by chatbots? Here’s some help:
Our own Martha Senturia, a Senior Visual Interface Designer, has a lot of experience designing chatbots for global use. And she has put together a great ebook on best practices for creating and implementing them in a way that improves CX and saves time.
Martha points out how AI and Chatbots work, what considerations to keep in mind when going global, and things you may not have otherwise thought about when considering the technology.
Get the Insights Before you Invest
Download the new ebook: “Chatbots: How to Create for the Best Customer Experience“
We hope it helps inform the right investments and decisions at your organization.
How Can We Help?
Contact us to learn more about Chatbots and AI. We are truly interested in hearing about what you’re doing and can help you find the right solutions, technologies and processes to deliver superior CX.
Mark Pendolino is the Director of Marketing at PTP, overseeing the creation of customer experience content focused on helping organizations discover best practices for evolving the customer journey. Prior to PTP, Mark managed teams for companies such as Microsoft, Smartsheet, Fujitsu, and Parsons Brinckerhoff. Mark holds a master’s in Communication in Digital Media from the University of Washington, and a bachelor’s in Technical Communications from Metropolitan State University of Denver. In his downtime, Mark likes to thrash a bit on the drumkit and pretend he’s a rock star.
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