The Truth About Bots & Intelligent Automation
Bots can’t deliver the level CX your customers need on their own. Combine smart automation with skilled agents for a meaningful experience.
Instead of just focusing on bots, which are hard to build and deliver lackluster CX, an approach that uses smart automation coupled with skilled and well-trained agents can yield real results.
- Bots Have Their Limits: While bots can help scale your service, the difficulty to build and use them to deliver really great CX means bots aren’t the techno-saviors they’ve been made out to be.
- Enhance Your Agents: Customer-facing bots aren’t the only use for automation—collecting information, suggesting responses to your agents, improving reporting and other internal functions may be a better bet.
- Conversational CX: A joint approach that uses smart automation coupled with skilled and well-trained agents can yield real results, simply adding bots to your support page probably won’t.