Chatbots are not consistently meeting customers’ needs and goals A recent survey conducted by Gartner, Inc. unveiled that only 8 per cent of customers utilized a chatbot during their most recent customer service experience. Furthermore, of those who did interact with a chatbot, only 25 per cent expressed their willingness…
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Chatbot investment on the rise but low ROI and other challenges persist By 2027, chatbots will become the primary customer service channel for roughly a quarter of organizations, according to Gartner, Inc. “Chatbots and virtual customer assistants (VCAs) have evolved over the past decade to become a critical technology component…
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Increase will come from industries with customer service. There’s a shift from rep-enablement technologies to increasing focus and investments in understanding customers through analytics, according to analytics firm Gartner. Investments in technologies focused on the customer are rapidly becoming a top priority for customer service and support (CSS) leaders, according…
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