Best practices to help your brand during COVID-19 Learn More

Products
Products
- Khoros Care
  
  Digital customer care on every channel
  
  Messaging | Modern Chat | Chatbot | Social
- Khoros Communities
  
  Online brand communities for enterprises
- Khoros Marketing
  
  Social media marketing & listening
  
  Social Marketing | Social Listening
- Integrations
  
  All the major social channels work with our software
By solution
- For digital customer care
  
  Agent care efficiency and contact center insights
- For community engagement
  
  Self-service support, education, and collaboration
- For social media management
  
  Content management, publishing, and governance
Services
- Strategic Services
  
  Our in-house experts in social media and community management for Khoros customers
- Developer Network
  
  Data integrations for better customer experience
Events
- Upcoming Events
  
  Join us for live webinars and other events, like Khoros Engage
- On-Demand
  
  Watch webinars and events on your own time
Resources
- Resource Center
  
  Whitepapers, checklists, on-demand webinars, guides, and more
- Blog
  
  Insights, tips, news, and more from our team to yours
- Customer Stories
  
  Case studies with successful customers to see how they did it
About
- About Khoros
  
  15+ years experience, built from Spredfast and Lithium
- Leadership
  
  Meet the team that leads the team
- Newsroom
  
  Press releases and other announcements
- Careers
  
  We’re hiring — come build the future of customer experience
- Contact Us
  
  Need anything? We’re here for you
Community
- Atlas Community
  
  Connect with 70K+ customer engagement professionals
- Support Center
  
  Find solutions and support for Khoros products here

Products
Products
- Khoros Care
  
  Digital customer care on every channel
  
  Messaging | Modern Chat | Chatbot | Social
- Khoros Communities
  
  Online brand communities for enterprises
- Khoros Marketing
  
  Social media marketing & listening
  
  Social Marketing | Social Listening
- Integrations
  
  All the major social channels work with our software
By solution
- For digital customer care
  
  Agent care efficiency and contact center insights
- For community engagement
  
  Self-service support, education, and collaboration
- For social media management
  
  Content management, publishing, and governance
Learn More
Services
- Strategic Services
  
  Our in-house experts in social media and community management for Khoros customers
- Developer Network
  
  Data integrations for better customer experience
Watch now
Events
- Upcoming Events
  
  Join us for live webinars and other events, like Khoros Engage
- On-Demand
  
  Watch webinars and events on your own time
Resources
- Resource Center
  
  Whitepapers, checklists, on-demand webinars, guides, and more
- Blog
  
  Insights, tips, news, and more from our team to yours
- Customer Stories
  
  Case studies with successful customers to see how they did it
About
- About Khoros
  
  15+ years experience, built from Spredfast and Lithium
- Leadership
  
  Meet the team that leads the team
- Newsroom
  
  Press releases and other announcements
- Careers
  
  We’re hiring — come build the future of customer experience
- Contact Us
  
  Need anything? We’re here for you
Community
- Atlas Community
  
  Connect with 70K+ customer engagement professionals
- Support Center
  
  Find solutions and support for Khoros products here
Join Atlas

Download the Ebook

In our ebook, The Bot Balancing Act, you’ll learn how to incorporate business automation into customer service in a way that improves operational efficiency and customer satisfaction. The secret? Using AI to assist rather than replace your customer support agents.

AI has leapt from the pages of sci-fi novels into the digital engagement space — but businesses still struggle to understand its true value to apply it in a balanced way that serves them in the long term. A lack of understanding leads many brands to invest incorrectly, so they find their customer support suffers where they thought it would soar, all to the detriment of their bottom line. While nearly 70 percent of high-performing companies are actively pursuing ways to use AI, only 57 percent have a “completely defined plan” to actually use and benefit from it.

In this ebook, we provide actionable tips including:

Start small with how you use business automation and iterate

Begin with one or two specific use cases that your business needs and your customers would appreciate. Limit discoverability to a segment of your customer base and scale from there. Be focused in your approach, so you can learn and unlock the most value.

Expand beyond automated interactions (chatbots)

Why limit yourself to customer-facing use cases (e.g., chatbots), which are inherently more risky when it comes to proving out solutions? Consider starting with behind-the-scenes bot use cases — interacting with your agents vs. communicating with your customers — to help your business learn and gather the right data first.

Be transparent about business automation — internally and externally

Make it clear to customers that they are interacting with a bot, and make it simple to bypass the bot if desired. With internal colleagues, gather the right supporting cast so that this initiative is a team effort focused on the right outcomes, and does not become a siloed skunkworks project.

Download the ebook to learn more.

Products

By solution