Conversational Technologies- The Catalyst For Customer Service Experience

Presented by

Sheryl Kingstone, 451 Research; Jordi Torras, Inbenta; & Phil Jennings, Ticketmaster

About this talk

With 76% of customers preferring digital channels to communicate with businesses and roughly 40% choosing to chat with a business through SMS, social media or Facebook messenger, conversational technologies have forever changed the customer service experience. Learn first-hand from industry peers how smart chatbots are improving the way businesses converse with customers and nurture relationships across the customer journey. Join the 451 Group, Ticketmaster and Inbenta for this session to discover how: •Digital engagement will shift commerce and service from interactions to conversations [The 451 Group predicts that 80% of all customer interactions will eventually be contained in a self-service channel]. •Customers want self-service options on their own terms, in their preferred channels, including SMS, web or mobile chat. [The 451 Group data shows 55% of survey respondents prefer self-serve tools to avoid calling a customer service agent] •How businesses like Ticketmaster leverage enterprise-class chatbots; key factors to include and what to avoid when launching a chatbot pilot [55% of companies employ self-service solutions; 26% say they plan to build a chatbot as part of their self-service strategy]

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Inbenta is a global leader in AI, whose patented NLP fuels highly accurate search solutions for customer support, e-commerce and chatbots. Our content is focused on the ever-expanding trends in the world of AI, neural networks, and virtual assistants within the customer success space.