CX Redefined: Evolving Beyond Self Service to Business Messaging
CommBox
NOVEMBER 22, 2022
If the self-service app cannot efficiently handle a query, or worse, doesn’t work at all, the customer will have no other option but to pick up the phone. . When used correctly, the combination of an AI chatbot and a live agent in the loop, both available to customers on business messaging apps, can greatly enhance the CX.
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