Conversational Technologies - The New Breed of Customer Service Experience

Presented by

Sheryl Kingstone, Research Director of Business Applications for Inbenta

About this talk

We are witnessing a dramatic shift in the balance of power between organizations and their customers. Price and products are no longer enough, customers value experiences. Delivering a differentiated experience is necessity for survival. One of 451 Research’s To 10 customer experience trends is Conversational Experiences. We contend that chatbots hold great potential for transforming how organizations interact with customers and employees, but only if enabling a human-like interaction. Our data shows that 55% of survey respondents prefer self-service tools to avoid calling a customer service agent. This can equate to lower wait times and faster customer service This research video details the conversational tools that businesses are using to improve the way they interact with customers and nurture relationships across the customer journey.

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