Chatbots are essential tools for managing volume at scale, but it can be easy to get in over your head and set too lofty goals, pick the wrong bot, or build a bot that’s too difficult to maintain (“bot rot”). Learn how to audit your customer intents, prioritize which automations to build first, and what to measure and optimize to drive the biggest increases in customer satisfaction and care team efficiency.
Wednesday, October 14, 2020 at 12:00 PM - 12:30 PM CT
Melissa Inman, Khoros, Senior Strategist
Tara Mueller, Midco, Web Applications Manager
Philippe Mesritz, Khoros, VP, Customers for Life
Customer-to-business messaging continues to grow with Google’s Business Messages, Apple Business Chat, WhatsApp, Facebook, and WeChat. Do you want to reach your customers on mobile devices, but worried about the business impact of adding another channel? Learn the benefits and features of these new channels -- like call deflection -- and how to responsibly add them to your channel mix.
Wednesday, October 14, 2020 at 2:00 PM - 2:30 PM CT
Allison Fasching, Khoros, Customer Experience Consultant
Katrina Schlicht, T-Mobile, AI Product Owner, Digital AI Strategy
Shankar Venkataraman, Facebook, Product Marketing Manager, Business Messaging - Messenger
Guest Speaker, Kate Leggett, Forrester