Make Chatbots Smart to Improve CX

Self-service is nothing new, but the ways in which data and technology are being used to power it are changing rapidly. Artificial intelligence (AI) provides businesses with new opportunities for customer experience, driving the expansion of self-service. Today, customers have more options for engaging with businesses and their favorite brands. At the same time, businesses can provide a more personalized experience as well as predict what customers might want in the future. In today’s episode, Amelia talks with Dan Miller about whether or not chatbots can improve customer experience. Dan will also discuss how data and technology are redefining self-service, how CX leaders are now improving their digital CX, and the four pillars of maximizing the conversational cloud. Dan Miller is the Lead Analyst and Founder at Opus Research, a diversified advisory and analysis firm providing critical insight on software and services that supports digital transformation. In his role, Dan conducts research, writes reports, provides consulting services and administers conferences specializing in Intelligent Assistance and Intelligent Authentication. He coined the term "Conversational Commerce" to describe applications and services that improve person-to-person, person-to-machine and machine-to-machine interactions. Enjoy!