July 29, 2022 – Duration 23:28

S3 Ep. 2 How not to bot

Bots can deliver great automated service for a wide range of questions, issues and transactional interactions. But they can’t make up for bad customer experience (CX). That might be why customer satisfaction with bots has declined as bot use has grown. Organizations too often jump into drafting requirements and deploying a bot without laying the groundwork for success. But great bot experiences start with strategic planning based on a deep understanding of how customers engage with your brand. In this episode, Jane Hendricks, Senior Product Marketing Manager at Genesys, explains how to create bots your customers will love. And she advises listeners how not to bot. With the right insights, you can build better bots that deliver empathetic experiences — and help customers advance on their journeys.