Laying a knowledge foundation that helps companies maximize ROI on chatbot deployments
Chatbots are here to stay. Recent years have seen an explosion of interest in chatbot adoption across companies and contact centers in a variety of industry verticals. The interest lies in their applicability for both pre-sale customer activities, such as gathering information on products and offers, and post-sale needs, such as asking questions and seeking support.
Before companies jump in headlong, however, investing time and money in chatbot technology, it is important to understand what chatbots really are and how they function. How do chatbots improve the customer experience while simultaneously helping companies scale customer service operations? Where along the self-service journey do customers interact with chatbots? What do companies need to do to ensure more successful chatbot deployments?
And why, finally, is knowledge management such a foundational component of a strong chatbot ROI?