Tag Archives: chatbots

research from CM.com examining the impact of chatbots on customer service and employee experience has found, 47% of decision makers say basic/limited chatbot answers are preventing them from further improving customer experience. Whilst 54% of customer service professionals agree that limited conversational capabilities, poor integration with other systems and an …

Karen Waters, Product Director at Engage Hub, looks at how chatbots can be used to improve customer experience. The chatbot has come a long way since ELIZA was developed in 1966. Improvements in NLP (natural language processing) and automation mean that they are now able to engage in meaningful, flowing …