Many brands these days count personalization as a top priority in customer experience. Customers value their time and look for efficiency, yet they still want experiences tailored to their needs.
Automated service delivered through such technologies as IVR and click-to-chat buttons can ensure efficiency, and the prospect of connecting to an agent provides the human touch that customers continue to seek. Yet such practices may soon become a thing of the past with the emergence of chat bots, a power tool for brands that just may deliver the best of both automation and personalization accented by a human touch. Read more