Is chat support helpful or annoying?
To me, it’s both.
It’s helpful because it’s the way I prefer to be helped. It’s asynchronous, it allows for multitasking, and it can be done anywhere.
But, it’s also annoying. It sucks when you type something in and your customer service agent or bot has no idea what you’re talking about.
LivePerson is trying to make customer interactions smarter.
Joe Bradley is Chief Scientist at LivePerson, and his mission is to define and anticipate customer needs and intent, via each and every single customer-to-brand interaction. On this episode of IT Visionaries, Joe explains the difference between creating conversational A.I. that not only can hold meaningful conversations with the user, but also understands the intent of the customer. He also gives a look into the future of how A.I. will empower brands to create better customer experiences. Enjoy.
Main Takeaway
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