At Incite Group’s Customer Service Summit, executives and thought leaders discussed how to deliver the best customer service in a growing omnichannel world. A big theme was how to utilize AI and chatbot technology as an effective tool on digital platforms while maintaining the human aspect that’s so essential for care.
Messaging apps, such as WhatsApp and Messenger, were a hot focus. As these apps continue to merge personal and business interactions into one, the audience was urged to consider how their AI and human associates can best serve this popular channel. And there was much discussion of how to balance chatbots and other forms of automation with humans to a provide a seamless, mobile experience that users have come to expect.
In this video, experts give their take on what channels to recognize, what tools are the best, and how service should be in the future.