In today’s instant economy, customer service automation is no longer the future but a requirement. With advances in conversational AI, customer service chatbots now form an integral part of the modern customer service journey; with the ability to be highly personalized while providing immediate help at scale. 

But this doesn’t mean that there is no room for agents to get involved. When a human touch is needed, customers must be seamlessly routed from the chatbot to an agent without losing the context of the conversation. With repetitive, easy-to-answer requests deflected, your customer service agents can focus on complex tasks requiring creativity, empathy, and care.

In this session, you will discover: 

• Key factors to consider when building personalization into your automated, self-service solution;
• Best practices to build a state-of-the-art customer service strategy that includes both personalized automation and human touch;
• Top tips to easily handoff conversations from a chatbot to an agent