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IDC PeerScape: Customer Experience Practices for Implementing Conversational AI in Customer Care

Publisher IDC
Published Nov 02, 2022
Length 5 Pages
SKU # IDC17489256

Description

IDC PeerScape: Customer Experience Practices for Implementing Conversational AI in Customer Care

This IDC PeerScape describes practices for implementing conversational AI in customer care environments such as contact centers. "Conversational AI technologies in the form of chatbots within customer service and contact center environments are not technologies that can be applied without considerations for outcomes or with a 'set it and forget it' mentality," says Mary Wardley, VP, Customer Care and CRM at IDC. "Interacting with CAI technologies once deployed requires ongoing training and maintenance of the system."

Please Note: Extended description available upon request.

Table of Contents

5 Pages
IDC PeerScape Figure
Executive Summary
Peer Insights
Practice 1: Evaluate Internal Expertise and Resources to Match Implementation and Maintenance Demand
Challenge
Example
Guidance
Practice 2: Begin with a Use Case and Plan for Iteration
Challenge
Example
Guidance
Practice 3: For Human-Centric Design, Ensure People Who Understand User Behavior Be in Charge
Challenge
Example
Guidance

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