The pace of technological change continues to increase. In 2018, cutting-edge technologies like AI, IoT, and blockchain had a collective market value of $350 billion. By 2025, the value will be $3.2 trillion — nearly a tenfold increase in less than a decade.
These numbers are astounding. They’re also easy to misinterpret. As more companies utilize new technologies, those innovations will have diminishing returns. Businesses won’t be able to use novel tools, products, or services to differentiate themselves because everyone will offer something unique and impressive. Instead, they’ll have to stand out by finding ways to improve the customer experience (CX).
Amazon Connect, the omnichannel cloud contact center platform from Amazon Web Services, helps companies optimize their CX by delivering seamless support through the power of technology. In this post, we’ll examine one of the platform’s specific capabilities: chatbot technology.
Chatbots and customer experience go hand in hand: They make service more accessible for customers while lowering costs for service providers. That said, there are right and wrong ways to leverage chatbots. Follow these best practices to realize the full potential of this technology:
Chatbots are ambassadors. They make an early impression that affects the entire customer experience. Consequently, that impression needs to be a positive one.
When designed and used correctly, chatbots can enhance the customer experience in ways that elevate service, increase satisfaction, drive sales, and promote loyalty. To learn more, click here.
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