When trying to balance staffing budgets, round-the-clock service availability and a preference for digital platforms, chatbots on paper seem like the obvious - and inevitable - choice to engage customers through automation. But how inevitable is it really?
We surveyed two distinct groups – one consisting of consumers who have used chatbots, and one consisting of consumers who have not. The results were surprising and we’ve summarized what you need to look for in chatbot technology to please customers and operate more efficiently.
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