As brands continue to focus on improving the customer experience, incorporating automation into customer interactions is becoming more and more important. Your customers’ time is valuable—and they want you to recognize this fact and deploy technologies that put time back into their day.
Increasingly, customers are the ones determining which channels they want to use to interact with brands, putting pressure on companies to deliver consistent, omnichannel experiences. It’s for this reason that technologies such as chatbots and Intelligent Virtual Assistants (IVAs) continue to gain popularity.
There are many differences between chatbots and IVAs, and it’s important to understand them in order to make an informed decision about how to deploy customer care technology.
Read our newest eBook to learn what a chatbot is, where they typically fall short and what your organization should consider when choosing an automated customer care solution.