Jo is a digital producer at Pattern. Jo has a background in communication, and has worked as a producer and editor for organisations such as Les Mills International, Tailor, Auckland Libraries and XtraMSN/Telecom. From 2007-2009, Jo was the web editor for Taste and Metro magazines.
Thinking of implementing a chatbot to improve customer service?
Whether your goals include creating a fully digital business, improving customer experience, or cutting costs, virtual agents and automation offer many benefits. But, as with any technology, making the switch isn’t trivial.
Be prepared for these four challenges:
- Economic – demonstrating improvements to the bottom line.
- Technical – ensuring all corporate systems are ready.
- Political – winning over management.
- Cultural – getting past human-centric prejudices.
Read the full article at MIT Sloan Management Review.