2024 Chatbots Customer Service Training 
ShepHyken
NOVEMBER 11, 2024
In Moment is a survey platform that has introduced conversational surveys that use AI-powered chatbots to create a human-to-human-like experience in the form of a conversation rather than the typical surveys emailed to customers. One of the Big Retail CX Trends of 2024? Connect with Shep on LinkedIn.
ShepHyken
JULY 29, 2024
Customer Service Chatbots Earn Mixed Reviews as People Still Prefer Human Conversations by Jason Collins (CivicScience) CivicScience’s consumer data offer a deep-dive into the sentiments of customer service chatbots among U.S. consumers who have interacted with them recently.
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ShepHyken
OCTOBER 27, 2024
My Comment: According to this article, consumers are in a “love-hate relationship” with bots. My CX research finds that while most customers (70%) prefer the phone as a primary channel for customer support, 30% prefer the digital experience, which can include chatbots. Connect with Shep on LinkedIn.
ShepHyken
AUGUST 25, 2024
The Trouble with Great Chatbots by Dan Tynan (Freshworks) Customers love the support they get from most AI chatbots—until they find out they’re talking to a chatbot. This one focuses on chatbots and their use in customer support. So, don’t make any of the mistakes found in this article!
ShepHyken
FEBRUARY 25, 2024
4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. This has a nice description of how AI will make customer service better.
ShepHyken
JANUARY 21, 2024
My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. The subtitle of this article is the perfect summary: The integration of AI in customer service isn’t about choosing between technology and humanity.
ShepHyken
JUNE 2, 2024
Our customer service and CX research found that customers expect (and hope) a company or brand will proactively contact them about problems. While escalating complex issues to a higher tier can improve satisfaction, many chatbots lack robust escalation features. Connect with Shep on LinkedIn.
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