While more and more companies may be focused on automating customer interactions (just look at Taco Bell’s new TacoBot or Kik or Facebook’s bot stores), new research from Accenture Strategy found that customers still value a human touch.
Business communications have traditionally been person to person—someone answers the phone, sends an email, etc. But in recent years, business communications have started incorporating automation in their IVRs, live chats and call routing. In fact, 53.6% of contact centers today use IVRs.
However, some businesses have moved beyond using automation in their business communications—they’re using artificial intelligence. Take Slack, for instance. The popular collaboration platform uses bots to onboard users and interact with them for a variety of reasons. Narrative Science, the natural language generation platform, uses artificial intelligence to draft reports that read just like a human-written report would.
Happy Friday! Here’s our picks for the best customer service, customer experience and mobile articles of the week, in no particular order.