The Customer Service Chatbot Deployment Guide

Improve the customer service experience at a lower cost.

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    Over the last 10 years, chatbots have evolved to become a critical technology component of a service organization’s self-service strategy. While the investment in chatbots is on the rise, over 50% of CSS leaders say they find low to moderate value in the chatbots implemented. 

    To achieve the desired CX and business outcomes from customer service chatbots, CSS leaders should use this guide to: 

    • Select the best-fit use case for a customer service chatbot
    • Design the conversational flow with a user-centric approach
    • Review and plan for organizational and vendor capabilities required to support the customer service chatbot workflow

    About This Customer Service Chatbot Research

    Per Gartner research, in the next two years, 38% of organizations are planning to implement chatbots — a 40% increase in the adoption of chatbot technology. This research provides customer service and support leaders with best practices for the critically important design phase of the chatbot life cycle.