Dean Macri

Chatbot Customer Experience Strategy

Greg Kihlstrom writes, in the June issue of Forbes, about using Chatbots as part of your customer experience strategy. He states that “8 in 10 companies have already adopted” chatbots as part of their business model (Kihlstrom, 2018). Most businesses are, therefore, recognizing the benefits and potential of Chatbots. While Chatbots and AI are being […]

Chatbots Revolutionizing Customer Service

In the article, How Chatbots Will Change Call Center Customer Service, Symon Edmonds writes “it’s the year of the Chatbot”.  While they are growing in popularity, it’s how you utilize them that will set you apart from the competition. The human touch of a live agent is invaluable when developing great relationships with the customer. […]

Chatbots to Redefine Call Centers

Research firm Juniper predicts that chatbots will redefine the customer service industry, with the banking and healthcare sectors benefiting the most.  It’s expected that chatbots will be saving customer service over US$8 billion per annum by 2022, from just US$20 million in 2017. Cielo believes that chatbots, when deployed as a Call Center strategy, automate […]