Ian Jacobs, Principal Analyst at Forrester, answers four key questions about chatbots and automation in customer care:
- As chatbots and self-service offload routine cases from agents, how can we better equip our team to handle the more complex issues that are left?
- What are some key considerations for implementing a chatbot that has a positive effect on the customer experience?
- What metrics should we be evaluating to measure the success of chatbots and self-service?
- What are some best practices for evolving our chatbot capabilities to improve the experience for agents and customers?
Access this exclusive Q&A to learn Ian's expert recommendations on using chatbots to enhance customer experience.
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