Brands can use AI-powered chatbots to streamline the service experience

New Ideas in MarketingEssential news for marketers, summarised by YouGov
June 24, 2019, 2:20 AM UTC

The tech, brand and content teams must work together to achieve consistency in brand experience.

The author recommends the ways in which the customer, the agent and the manager can use AI to improve customer service. The article cites a report which found that 56% of service leaders are searching for new ways to use AI.  

Using AI-powered chatbots in websites and channels can help streamline the service experience. The author suggests starting with a small set of questions before moving on to engaging customers. The piece recommends that the tech teams must coordinate with content and brand teams to ensure alignment of the bot experience with brand objectives.

Managers could use AI to predict outcomes, identify KPIs for AI performance, and measure their team’s success.  For agents, AI can be useful in searching knowledge articles to locate the most relevant information to share with the consumer.

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