Chatbots have gained a lot of buzz within the enterprise space with promises of transforming customer service to be efficient and cost-effective. However, many enterprise firms are met with disappointment when the implementation of Chatbots ends up not meeting expectations. Chatbots that were intended to expedite the customer service end up being inefficient and frustrating for the end users leading them to resort to contacting a human representative. How might we address this issue?
Join Srikant Chari as he goes over a case study that highlights the insights uncovered from the UX Research studies he has conducted on Chatbots at his company followed by content strategy to make the experience work better for both the end users and the business.
I am a UX Researcher with a mission to help drive the adoption of emerging technologies like Conversational AI in the B2B and B2C space through a human-centered mindset.
