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Brands are relying on bots to do too much, and many don’t understand which conversations are best suited for bots, and which are best suited for humans. This can negatively affect customer satisfaction (CSAT), driving revenue and retention down. But this doesn’t mean that artificial intelligence isn’t useful — it simply means you have to know how and when to employ it.
Over half of consumers don’t care if they talk to a human or bot, as long as they get the help they need. Deploying chatbots at the right points in the customer journey can improve customer satisfaction by lowering wait times, not to mention deflecting time-consuming inquiries away from your contact center — leaving agents free to work on the most complex conversations.
But how do you know how to design chatbot conversations to your advantage?
The Khoros customer care experts have put together this easy tipsheet to get you started:
Download the tipsheet now to improve customer experience, increase efficiency, and drive ROI.