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Across industries chatbots are adapting to meet consumer needs, reflecting human behaviors modeled by the most experienced agents to create an effective and seamless journey. Some organizations have jumped into digital head-first, and in trying to quickly meet these CX trends have fallen short of quality self-service experience.

Now company leaders leaders and contact center employees are looking for guidance on how to learn from what they’ve seen in the market, avoid those pitfall, and use those strengths to make their chatbot the most valuable investment of 2024. In this special report, you’ll gain insights and actionable takeaways on:

• The state of chatbots and their place in the customer experience landscape of 2024
• Self-service analytics that will illuminate the path forward for chatbots and generative AI
• How to make sure that your organization’s chatbots facilitate exceptional experiences
  

Our Regional Customer Service and Operational Leaders recently convened to delve into critical customer contact issues. Here are some key takeaways from our discussion:

• Challenges Customer Contact Function faces when adopting data and analytics
• Top-ranked technologies respondents plan to adopt within the next 3 years
• Top industries that are focusing on transforming their customer contact operations?
• Benefits to cross-department collaborations in CS
• Service automation through technology is the way forward, but how many are onboard – and where do you benchmark against everyone?

Download the report to learn more about what they have to say and where your technology ranks amongst the rest.