Conversational AI evolved from being just a touchpoint tool to a personal assistant that leverages cognitive resources (like ML, NLP, and analytics) to play many roles across your CX strategy. The same chatbot that provides information to a prospect can also ensure a smooth onboarding experience at later stages. It can use customer history and patterns to add context to interactions, thus making them more meaningful. This ensures that the customers have a unified experience throughout different stages of their lifecycle. Not just that, chatbots help with the initial setup of a product, feature training, etc. But all that is only possible if you do things right. Hence, if you’re planning to invest in a chatbot, it needs to be the right fit for your organization. It should be agile and adaptive enough to fit your business needs and CX strategy. Rather than going for a traditional standalone bot, you should go with a best-of-breed provider. This blog post discusses more. Read More.
