Customer-Facing Bots
Today, self-service is one of the key factors for organizations when choosing a platform to develop their customer service strategy. This is due to the preference that their customers have when choosing how to communicate to solve a problem or seek information. Thinking about a digital contact center is synonymous with thinking about automated attention by intelligent bots that can make decisions in real time to provide the best service to customers.
A bot can be a great self-service tool for customers, also helping to divert the creation of cases, and automating actions – but what do you need to consider for its development and maintenance?
In this chapter, we will talk about Power Virtual Agents and how we can quickly deploy a chatbot to help our customer service strategy. We will see the step-by-step process we need to follow to not only set up a chat channel quickly but also integrate a bot into it. Then, we will identify the requirements to be...
