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

How It Works and Where It’s Headed

Current chatbots tend to be awkward and even agonizing to use, limited to answering a set of simple queries — often incorrectly. But what if a chatbot could be designed to support more complex and multistep tasks, such as organizing a daily schedule or pinpointing a fault lurking inside a complex mechanical device? Conversational AI … Read more