Organisational tips
- Reimagine a customer service team – involve people in the redesign of customer service delivery through a mix of chatbots and actual employees
- Treat chatbots like a new (digital) employee – spend time and effort extending their skills
- Find the sweet spot for escalating an enquiry to a contact centre employee – some chatbots refer People too early (causing congestion), while others offer the option frustratingly late. Experiment to find the right timing
- Monitor the chat interactions – learn how and what questions customers ask and extend your chatbot’s knowledge base accordingly.
5
18 reads
CURATED FROM
'Sorry, I don’t understand that' – the trouble with chatbots and how to use them better
theconversation.com
8 ideas
·167 reads
IDEAS CURATED BY
"And in the end, the love you take, is equal to the love you make…" ~ The Beatles
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