To Bot or Not to Bot


By 2020, a customer will manage 85% of their relationship with an enterprise without interacting with a human1. As new AI technologies – messaging apps, bots, and the like – continue to enter the customer experience space, that percentage will only rise.

But, just because you can automate something, doesn’t mean you necessarily should. There’s still a lot to be said for the empathy and authentic conversations that come with human-to-human interactions.

This eBook offers insight into how to strike a balance between automation and human interactions in the customer experience ecosystem.

In this eBook discover:

  • Which interactions are best suited for customer service automation, and which require a human touch
  • How automation can exceed customer expectations while reducing costs
  • What you can do to integrate automation into your business

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