chatbots

Does Your Company Need a Chatbot?

With so many communication channels already in play, how can a business decide if it needs a chatbot? A way to decide when and where you might want to deploy one. PHOTO: Rob Cruickshank If you're in customer service or marketing, you hear a lot about chatbots and messaging, but you might ask yourself: Does my company need this? We have a website, a mobile app, a social...

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We Need to Build Accessibility Into Our Digital Workplaces

As our reliance on technology increases within the digital workplace, are we at risk of disenfranchising part of our workforce? PHOTO: Brian Suda According to the 2010 U.S. Census, one in five people have some form of physical or cognitive disability. And yet as of 2016, only 17.9 percent of people with disabilities were employed, compared with 65.3 percent of people without a disability. Nevertheless chances are at...

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6 Customer Experience Trends to Watch in 2018

Customer experience should get interesting in the year ahead. Expectations are at an all time high while customer trust is at an all time low PHOTO: Florian Pérennès It’s the time of year where customer experience (CX) professionals and pundits dust off their crystal balls as the industry looks toward another year of uncertain opportunities and challenges. Last year raised the bar, as breakout technologies, such as artificial...

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Top 14 Chatbot Building Platforms of 2017

Chatbots are becoming more commonplace on platforms like Facebook messenger, Slack, Whatsapp and even within company websites and apps. Some brands are leveraging chatbots to enhance customer experiences, while others are deploying them in-house to shape up their digital workplaces. As for the future, Gartner is forecasting that the average human will have more conversations with bots than with their spouse. What Is A Chatbot Builder? A chatbot builder,...

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What Is a Chatbot? More Importantly, Should You Build One?

Does every business need a chatbot? PHOTO: ☰☵ Michele M. F. Chatbots are sprouting up everywhere, in every industry. Companies with chatbots range from CNN, whose news bot serves requests for news in particular industries, to Marriott International, whose chatbot helps Marriott Rewards members research and book rooms in more than 4,700 hotels. Because big brands are making waves in the chatbot world, and companies of...

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Workplace Chatbots: Too Little, Too Soon?

Chatbots promise to deliver efficiencies and improvements in the workplace, but are we ready for them? PHOTO: Owen Miller on unsplash “The reaction to ELIZA showed me the enormously exaggerated attributions an audience is capable of making to a technology it does not understand” — MIT professor emiritus Joseph Weizenbaum on the first chatbot created in 1964 Workplace chatbots promise to lighten employees' repetitive tasks and...

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4 Questions to Ask Before You Send In the Chatbots

Chatbots save customers time and frustration, and they allow you to better use your human agents. However, make sure you anticipate all possible scenarios. PHOTO: Guinness World Records The customer experience model of today looks different than it did even five years ago, yet certain pillars of customer experience remain.  With the introduction of any new tool for customer engagement, you must strive to make experiences more...

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How Chatbots Improve Customer Experiences and Increase Efficiency

Rather than replacing customer service agents, chat bots will allow humans to focus on more important tasks. PHOTO: Gerd Altmann To minimize wait times at call centers, many companies have developed self-care websites designed to help customers save time by solving some problems themselves — no human contacted required.  Mobile apps have also made customer experiences more efficient for everything from banking to ordering takeout food....

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