The promise (and pitfalls) of self-service automation in customer service

5 ways to design virtual agents and chatbots to delight your customers.

The Promise Pitfalls Self Service Automation Customer Service

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As companies look to self-service automation in hopes of both reducing cost and enhancing customer service, their customers are faced with a growing number of opportunities to interact with virtual agents and chatbots. In some cases, these experiences are positive. In far too many others, poor design can lead to experiences that are negative or even downright frustrating.

Moreover, as positive experiences with virtual agents that leverage sophisticated AI heighten the bar for self-service automation, a single frustrating experience can be detrimental to customer loyalty,  leading customers to ditch companies in hopes of finding a better experience with another.

This Talkdesk Research™ report, based on a global consumer survey and series of focus groups, offers guidance to companies looking to implement a new virtual agent or chatbot or improve an existing one.

Download the report to learn:

  • How and why companies are using self-service automation in customer service.

  • Specific pitfalls and design flaws that can lead to frustrating experiences for your customers.

  • Actionable steps to take in implementing virtual agents that will delight your customers.