<img height="1" width="1" alt="" style="display:none;" src="//www.bizographics.com/collect/?pid=5286&amp;fmt=gif">

Digital Engagement Blog

Chatbots 101:  A Forrester Primer

There is so much buzz and hype around Chatbots it is difficult to understand how to use this technology to create meaningful benefits in an operational setting. 

We've got an option to help you cut through the Chatbot BS.

Forrester just released a report titled "Chatbots 101:  Building a Conversational Interface" which is a great read and tells it like it is.   (You can download the report below).

Chatbots 101 Report

Chatbots 101 report covers the following:

  • What is a Chatbot?
  • When will Chatbots replace apps... or human?
  • When and where are Chatbots a good fit?
  • Are Chatbots ready for prime time?
  • Four questions to ask before you deploy a Chatbot.
  • Four questions to ask before you build a Chatbot.

These are questions you'll need to answer as you build your intelligent assistance strategy.  Chatbots 101 will help you gain clarity on this technology and its best use.

Topics: Industry Insights Digital Context Chatbots

3 Things the Self-Driving Car Teaches Us About Intelligent Assistance

Picture this.

You want to go somewhere.

  • Your office.
  • A restaurant to meet some friends.
  • Aunt Alice’s house for pick any holiday.

So, what do you do?

  • You jump in your car.
  • You say where you want to go.
  • You arrive safely, on-time.

This is the promise of self-driving cars.

 

And, it’s about to happen...at least that’s what we’ve been led to believe.

But is it?

Topics: Customer Care Customer Experience Performance Optimization Chatbots

Digital Customer Engagement:  No Human Required?

Contact centers in North America employ seven percent of the total workforce with over three million total staff. (Texas is top state with over 250,000 people working in contact centers).

We also know agents are 50 percent of total contact center costs.  And that puts agents in the cross-hairs when you're optimizing operations. 

So when we blogged about a 29% cost reduction through the use of chatbots and other smart technologies, it raised a deeper question.

Topics: Industry Insights Digital Context Customer Engagement

Bot Hype Encourages Marketers to Investigate Intelligent Assistance

In this guest blog, Amy Stapleton from Opus Research outlines three ways Intelligent Assistance technologies can work for Marketing.  The post is based on Amy's white paper, Six Perspectives on Intelligent Assistance, which is available at the end of this blog.

Intelligent Assistance Benefits Go Beyond Customer Care

Customer care professionals have been leveraging the benefits of intelligent assistants and similar self-service technologies for many years. On the flip side, most marketing professionals didn’t spend much time thinking about smart self-service solutions in the past. Self-service and marketing wandered down two separate paths. But with the 2016 “Facebook Messenger bot platform announcement” generating excitement around chatbots on messaging platforms, marketing executives are getting into the intelligent assistance game too.

Topics: Intelligent Assistance Chatbots Digital Commerce Industry Insights