Download our helpful new primer for chatbot implementation.
Posted January 31, 2019
So, you’ve decided to add Conversational Bots to your customer service strategy? Congratulations, you’re now one of a growing number of innovators using next-gen technology to take their customer experience (CX) to the next level.
Time and time again, Conversational Bots, also referred to as chatbots or virtual assistants, have proven their ability to increase performance, reduce cost and propel live agents into more rewarding roles. The result is not just happy and loyal customers, but also a more engaged workforce. To get the best return on your investment, this technology must be integrated holistically, with careful consideration of people, processes and technology. You may have heard some of the horror stories and seen examples of badly rolled-out digital strategies, where poorly optimized chatbots result in unhappy customers and disengaged staff. Indeed, analyst firm Forrester even predicts an overall drop in customer satisfaction levels when enterprises rush to reduce cost.
But, it doesn’t have to be this way. As with most things in life, the more you put in to your bots, the more you’ll get out of them. Artificial intelligence (AI) and machine learning are not ‘set it and forget it’ solutions; they take planning, care, and constant fine-tuning. With a clear strategy, adaptive technology, and the right partner, you can make this next phase of your growth journey the most transformative to date.
We have designed this easy-to-follow guide to help you get there. With cutting-edge digital customer experience capabilities and a global reach, TELUS International creates unique technology solutions with the modern consumer in mind. We’ve taken what we’ve learned through our partnerships with some of the world’s most innovative and disruptive brands and packed this short guide full of insights and tips that you can apply to your own digital transformation journey.