5 ms·
All of those 30-40% problems you cite are actually arguements for spending a bit on improved FAQ's, website processes and IVR's. Businesses are likely to react
by sgt101 7y ago
All of those 30-40% problems you cite are actually arguements for spending a bit on improved FAQ's, website processes and IVR's. Businesses are likely to react to a successful pitch for a solution in that space with a bit of cash to do it tactically. For chatbots to become a thing they will have to jointly solve problems with customers, and they can't just now...
- DebtDeflation 7y agoAgree that more should be spent on better FAQs and better self-service search. But IVRs? No, just no. Most people start pounding the zero button and screaming "Agent" as soon as the IVR picks up, and if it doesn't immediately transfer them to a live agent they just hang up. It's a horrible customer experience.