The future of chatbots in CX
The future of chatbots in CX
The customer experience industry is no stranger to AI , with research suggesting chatbots will become the primary customer service channel for roughly a quarter of organisations by 2027 .
According to a 2022 Gartner survey , 54 % of its 50 respondents indicated they have started to implement AI for customer-facing applications .
“ Chatbots and virtual customer assistants ( VCAs ) have evolved over the past decade to become a critical technology component of a service organisation ’ s strategy ,” said Uma Challa , Sr Director Analyst in the Gartner Customer Service & Support practice .
“ When designed correctly , chatbots can improve customer experience and drive positive customer emotion at a lower cost than live interactions .” evolve their CX strategies ,” Arlia adds . “ With these insights , emails will become more compelling , target apparel will be just the right shade of blue , and landing pages will greet customers with content aligned with their needs , interests , and ideals .”
AI tools can handle customer queries in real-time Another capability of AI is to handle customer queries in real-time . Anyone who has worked in customer service understands the challenge of responding to the sheer volume of customer queries