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.
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