By the end of 2020 fully one-quarter of customer service operations will use virtual customer assistants. That view, publicly expressed by research company Gartner last year, explains the enormous thirst for information around chatbots.

Which-50’s new “The Business Of…” webinar program will kick off on February 26th with a deep dive into chatbots – a must for those who are looking to automate processes and build the best experiences for their customers.

​Speaking at a Gartner CX Summit last year, analyst Gene Alvarez told delegates, “As more customers engage on digital channels, VCAs are being implemented for handling customer requests on websites, mobile apps, consumer messaging apps and social networks. This is underpinned by improvements in natural-language processing, machine learning and intent-matching capabilities.”

Organisations report a reduction of up to 70 per cent in call, chat and/or email inquiries after implementing a VCA, according to Gartner research. They also report increased customer satisfaction and a 33 per cent saving per voice engagement.

​However, the haste with which organisations are moving into this field inevitably leaves open the likelihood of missteps and poor decisions.

The transformational impact of chatbots is so significant that we chose it as the subject our first “The Business of” webinar in 2019.

Award-winning technology editor Anthony Caruana will lead a conversation with Jaimee Salmon, Head of Emerging Channels, Digital & Innovation, NAB, Corey Adolphus, Customer Engineer, Google Cloud and Jim Kraeutler,VP, ISV and Technology Alliance Program, Genesys.

Together they will take a deep dive into the practicality of chatbots in a discussion which will identify:  

  • The business drivers for chatbots
  • The foundational technology required 
  • The implications for organisations’ culture and structure
  • The implications for agents who are likely to have to deal with more sophisticated issues as bots take on more mundane tasks
  • The need to think holistically about how chatbots fit into the overall strategy

The webinar will be held on February 26 at 11 am. Register today.

Can’t make the live session? Register anyway and we’ll send you a link to the recording after the webinar!

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