As more companies look for ways to deliver great customer experiences while also reducing costs, adoption of virtual agents and chatbots is gaining momentum—over 40% of CX leaders are considering implementing one in the next 6 months. Although these solutions have the potential to benefit both customers and contact centers, the reality today is a lot less glamorous.
Poorly designed self-service automation can far too often lead to downright frustrating outcomes for customers, which can be detrimental to loyalty and retention. In fact, consumers report that virtual agents and chatbots are up to 2.5x less likely to fully resolve their issue than a human agent. With customer expectations on the rise, and advances in AI enabling more companies to deliver delightful self-service experiences, avoiding key pitfalls and mistakes has never been more important.
Join Devon Mychal, Director of Product Marketing, and Dawn Harpster, Senior Conversation Architect as they discuss insights revealed in Talkdesk’s latest research report about self-service automation, including:
- How and why companies are using self-service automation in customer service.
- The specific pitfalls and design flaws that can lead to frustrating experiences for your customers.
Plus, Dawn will walk you through actionable steps your company can take to successfully deploy virtual agents that will delight your customers!
