Top

bots Tag

In the past few years, bots have exploded in popularity far beyond Siri. Facebook Messenger now has 11,000 bots for users to speak with, from an Invisible Girlfriend that acts as a custom digital girlfriend to a BFF Trump bot that replies to queries with quotes from presidential candidate Donald Trump. Of course, bot software also automates more serious tasks, like recruiting workers for open job positions and monitoring customer interactions. The advancing technology leads some, like...

According to the most recent Accenture Global Consumer Pulse Survey measuring the experience of 24,489 customers in 33 countries across 11 industries, “52% of consumers have switched service providers over the past year due to poor customer service”. In the United States alone, Accenture claims that the estimated cost to companies for customers making this switch is $1.6 trillion in lost revenue. But, what do these customers mean when they cite poor customer service as the reason...

These days, consumers are becoming more and more connected to non-stop content that is based on their personal preferences. This flow of information spills out to people on their phones, tablets, and other machines. To get access to these data-driven solutions, customers must provide personal information. It’s easier for users to give up personal details when they trust the names of the providers. Names like Siri, Alexa, and Cortana would have seemed like characters in a Greek...

From Facebook to Apple, some of the biggest tech companies are turning to bots in an attempt to simplify the online purchase process. Unfortunately, the reality is that the technology - regardless of its advances in logic trees, natural language processing, and machine learning - must always be backed up by real people. The human interaction is simply a necessary piece of the Customer Experience puzzle that will only increase in relevance to conversion rates over...