Industry Update
External Article 5 September 2016

Chatbots versus humans: Who builds customer rapport better?

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Chatbots are a powerful new channel to increase sales and assist more customers. They are are also a minefield of mismatched expectations. Inconsistencies in the customer experience hurt a brand’s ability to develop fruitful, long-term customer relationships. Within the field of customer communications, the bar is set high, and we’ve worked hard to gain consumers’ trust in instant, real-time chat interactions. The evolution of customer service, stemming from call centers and services disguised as chat, created an unfriendly, disappointing connotation that cast a dark cloud over the customer service experience.

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