CX Archives — Carrington Malin

    September 25, 2019
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    5 reasons your chatbot should be considered a brand ambassador

    Despite the proclamations of enhanced customer experience, much of the interest and deployment of chatbots today is driven by cost savings. Customer service departments and the CFOs that approve their budgets have an opportunity to significantly reduce HR costs and add a new service that also has the prospect of being a revenue generator.

    However, there are good reasons why large companies replacing human customer service with an automated customer service agent should consider chatbot projects as brand and customer experience initiatives first, and not simply a software roll-out.

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    September 10, 2019
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    Chatbots just do what they’re told, don’t they?

    More than half of employers don’t have a written policy on the ethical use of AI or bots, whilst AI chatbots and how they interact with customers play a growing role in shaping brand perceptions.

    If you’ve implemented a new AI chatbot platform, then your brand’s chatbot can be made available to customers 24/7, respond instantly to queries and resolve up to 80 percent of questions without the need to involve a human customer service agent. However, customer service agents are generally bound by contracts, employee codes of conduct and operating procedures. Do the same rules apply for your chatbot?

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