Navigating the future of human-chatbot collaboration

Chatbots are taking increasingly prominent roles in the world of customer experience (CX), supporting contact center agents in their abilities to respond to rising customer demands. As we move forwards and embrace these new tools and technologies, we’re quickly discovering that the collaboration of human and AI is the best approach for an elevated customer experience.

But at the same time, customer satisfaction is experiencing a downturn. Recently, the Institute of Customer Service revealed that customer satisfaction has fallen to its lowest level since January 2015. In some cases, the reason for this is being pinned on dysfunctional chatbots and the introduction of new technologies.

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