Chatbots – Ready for the Future?

Results of USU’s 2020 Chatbot Study

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Are Chatbots the Key to CX Transformation?

Neither interest in chatbots nor its technology show any sign of slowing. Bots are an important part of digital transformation in customer service, but sorting the reality from the hype can be challenging.

This study examines the state of chatbot technology, capabilities, and requirements. You’ll see:

  • How established are chatbots in customer service today?
  • Are chatbots really an important future channel?
  • What requirements should they meet?
  • What flaws or weaknesses does chatbot technology suffer from?