Today’s customer expects 24/7 service and wants quick responses from brands. While many brands use an omnichannel strategy to meet customers on their preferred channels, many also integrate AI-powered chatbots into their strategy. Chatbots can help brands enable self-service, better manage contact center resources by increasing agent availability, save customers time, and drive customer satisfaction when used correctly. The challenge lies in implementing chatbots efficiently and striking a balance with human support—an emotional connection that customers continue to seek.
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