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Tech Talks in 20 focuses on the hottest tech topics in customer experience right now. When we talk tech, we cover everything from supercharging the customer experience with AI, to the latest tech trends in customer service and workforce engagement management, to what’s hot with bots, and to journey analytics and experience orchestration—plus, we reveal the data behind the latest CX tech trends—all in about 20 minutes.
Episodes
Thursday May 11, 2023
Thursday May 11, 2023
The best customer service bots deliver on consumers’ preference for fast, first-interaction resolution. And when an interaction is too complex, seamless integration enables the bot to transfer a consumer and the context of their interaction to an agent.
These boss bots are essential as consumers’ use of chatbots continues to rise, but their satisfaction with the experience declines. According to the benchmarking report “The State of Customer Experience,” 38% of consumers interacted with chatbots for a service interaction last year, up from one-third in 2021. But the percentage of consumers who were highly satisfied with their bot experience declined from 25% to 21% in that same timeframe.
In this episode of Tech Talks in 20, Lucas Woodward, a software engineer at OVO Energy, joins us to explain how to use automation to build better bots, faster. He’ll also reveal how he automates and tests bot integration with other CX technologies.