Strike the Balance: Chatbots vs Humans in the Telecom Landscape - 7.ai - ContactCenterWorld.com Blog
Over the last year, there has been nonstop buzz surrounding Chatbots with big brands such as Amazon, Google, Facebook, etc. betting big on the future of bots. As Telecom providers look at ways to enhance their customer experience, it makes perfect sense that they are taking a closer look at Chatbots as a tool to bolster their sales, service, and support. However not all bots are created equal. The term "Chatbot" used today has become an "umbrella" term used to describe everything from basic Q & A to a more sophisticated self-service experience with virtual assistants and assisted service with chat agents.
While Chatbots can reduce labor costs and streamline many customer interactions, they can’t handle all customer journeys or solve every problem a typical telecom customer may have. With every major telecom provider listing customer experience as one of their top strategic imperatives, striking the perfect balance between Chatbots and human agents can deliver an optimal customer experience for today and the future.
To learn more about how Telecom providers can strike the right balance between bots and agents, join a 7 Webinar on Nov 10th, 2016. The webinar will highlight the value of combining bots with live chat agents and describe how a large Telecom provider increased their NPS by transitioning their customers from a virtual agent to live chat agent, thus delivering a seamless and continuous customer experience.
Publish Date: November 9, 2016 5:00 AM
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