Special Report: Ominchannel Chatbots

According to Salesforce research, the average digital transaction touches 35 different systems, and the average enterprise uses 900 - 1,000 different applications. (State of Service, Salesforce, March 2019).

As a result, many successful contact centers and CX departments across a wide array of industries are turning to bot technology in an attempt to personalize, automate and unify the customer experience. According to Salesforce, “Within 18 months, 53% of service organizations expect to use AI chatbots.” And according to CCW Digital research, more than 71% of consumers are open to using bot technology. Yet they are not seeing the value in practice - only 9% currently trust chatbots to solve meaningful issues.

Many organizations have chatbot solutions on their roadmap. However, few are properly training agents how to engage with customers on digital channels. A chatbot should be able to escalate to an agent, if needed, which would require the agent to meet the customer on whichever digital channel the chatbot was deployed on.

Cloud-based engagement software, as one emerging example, empowers companies to resolve issues faster with AI-powered bots across every channel and device.

A bot is available on those channels to greet potential customers immediately. A customer doesn’t have to wait to be acknowledged, waiting for an employee to navigate silos, regardless of the channel.

As a bot engages with a customer, there should be a clear record of the conversation. If the conversation transfers to an agent or another medium, they should see the record and know not to ask the same questions again (one of the most common, yet frustrating pain points).

To learn more about unifying chatbot technology and utilizing social and conversational AI, read the full Special Report: Omnichannel Chatbots.

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