October 17, 3:15pm PT, Eve Room
Chatbots have strong appeal as firms bring mass personalization to customers. Cost savings are the best-known benefit, but less-well-known benefits include insights from unstructured data, cost optimization, and experience improvement for customers and agents. This presentation details how a chatbot strategy for customer service can create business benefits that transform engagement.
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Ian Jacobs serves Application Development & Delivery Professionals. With a focus on the digital transformation of customer service, he is an expert in contact centers. His research keeps a sharp focus on customer experience and agent experience issues. Ian is an award-winning columnist, is regularly quoted in major global publications and is a frequent speaker at industry conferences.
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