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Where can chatbots have the most positive impact?

Matt Thomson

It seems more and more consumers consider phone calls inconvenient. For me, creating a conversational strategy focused on serving users in an omnichannel way is an obvious solution. Linking chatbots to other tools like knowledge articles, community threads or help articles can have a huge impact on seamlessly navigating a user towards a solution.  

What's your experience of chatbots been like?

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  • I think part of the problem is in the name. People have expectations of what a chatbot is that are based on the functionality of five years ago and the never ending loop of terrible questions that leads to" I am sorry I can't help you with that!".

    I think a broader customer assistance feature such as the one you outline is something else. It is more of a navigational tool, a smart intranet search with a conversational interface. I think it veers into digital assistant territory - and therefore can be used anywhere where enquiries need to encompass a broad range and type of data. 

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  • I think part of the problem is in the name. People have expectations of what a chatbot is that are based on the functionality of five years ago and the never ending loop of terrible questions that leads to" I am sorry I can't help you with that!".

    I think a broader customer assistance feature such as the one you outline is something else. It is more of a navigational tool, a smart intranet search with a conversational interface. I think it veers into digital assistant territory - and therefore can be used anywhere where enquiries need to encompass a broad range and type of data. 

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