Chatbots, artificial intelligence and customer journey
The latest study by Vanson Bourne and Bold360 analyzes how new technologies such as artificial intelligence (AI) and chatbots can help achieve better results.
It's no secret that customer experience (CX) is now an issue even at the highest levels of management. And for good reason. 82 percent of customers will not buy from a company again after a bad experience. This is shown by the Ovum study "Offer your customers the cross-channel support they want" from August 2016. Why do customers switch so quickly? If they are disappointed by one provider, the next one is already there to take their place. Companies must therefore always do their best to avoid losing customers. This applies more than ever these days - and is no easy task.
New technologies such as artificial intelligence (AI) not only help companies to optimize their internal processes, but also to improve their customer service.
The influence of AI throughout the entire customer journey is already making itself felt: Companies are accessible 24/7 and can serve customers faster, more personalized and at the same time on a larger scale. As this type of customer experience becomes the norm, companies that fail to keep up will soon find their customer base shrinking - which could threaten their very existence.
The latest study by Vanson Bourne and Bold360 sheds light on the status quo of the customer experience, compares the perception and reality of customers versus companies and shows how advisors and chatbots can work as a unit. The SDV Swiss Dialog Marketing Association has published a study report as a PDF download available.
