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Robot Army or Automated Helper: Is Your Support Organization Ready to Use Bots to Communicate with Customers? – HDI Annual Conference
April 13, 2018 @ 9:00 am - 10:00 am
Everyone’s talking about using chatbots to make customer support quicker, cheaper, and easier. But is your organization ready to embrace the bot? In this session, you’ll assess how successful your organization is at the types of automated communication it’s already using, whether customer-facing (e.g., IVR, web forms, or hold statements in live chat) or agent-facing (e.g., hot keys that retrieve knowledge base articles or email templates)—and from there we’ll determine if/how you can harness the power of the bot. Join us to find out how some support organizations are currently using bots and all the ways they can support a positive customer experience.