B105: Chat Is the Failure of Digital Self-Service

Track B: DIGITAL TRANSFORMATION – Monday 24 April 
15:15 – 16:00

When users fail to obtain the information they need from websites or IVR systems, they try chat. Customers expect to obtain the same, up-to-date information from all channels. A design to optimize success in self-service includes a conversational interface and multiple understanding resources. Digital virtual assistants should assist the customer journey at every step, not steer them down a different path.

Presented by: Mary McKenna