We chat with Banking Sector Magazine about whether your chatbot is helping or hindering your customers. We also discuss how AI can help train and automate your chatbot automatically for a better customer experience.
User experiences and expectations are changing with the growth in chatbots and there is an element of self-empowerment to solving problems as well as not wanting to interact with someone in a call centre. A study by Salesforce found that 72% of Millennials did not believe a phone call was the best way to resolve their issue.
But before we answer the question, ‘Is your chatbot helping your customers?’, we need to set a measure of desired outcome.