2019 has been the year of customer empowerment. The days of struggling to get hold of a customer service agent are over. Due to the proliferation of technology, streamlined communication between consumers and businesses has never been so strong. As part of this advancement to bring customers and agents closer together, conversational interfaces, such as […]
Think about your most recent interaction with a business online. Did you chat via message with a person? Are you sure? It’s highly possible you were speaking to a chatbot, a computer program designed to interact with customers using messaging apps and online interfaces. These bots use artificial intelligence to create fast, efficient and helpful customer […]
The use of chatbots in mobile messaging will inevitably ‘usurp’ call centres as the norm in customer care but businesses must take care not to overstate the capabilities of their bots, according to Steven Fitzjohn, the regional vice president (APAC) at LivePerson. To better understand attitudes towards the use of chatbots in customer care, the […]
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