Why Chatbot Experiences Break Down and How Organizations Can Improve Them

According to Gartner, around 70% of customer service interactions this year will happen via automated tools. That’s up from just 15% only three years ago. Chatbots and other automated customer service tools, like Interactive Voice Response (IVR), promise to help resource-constrained service teams do more with less. The potential cost savings are compelling as well. … Read more