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E-Book

Why Your Chatbot Is Killing Your Customer Journey and What to Do About It

This guide breaks down the 5 reasons why your chatbot is harming your customer experience, and the steps you can take to provide consumers with a more seamless journey. You’ll learn:

  • What separates first-generation AI chatbots from cutting-edge AI agents with true reasoning capabilities
  • The differences between multi-channel, multimodal, and omnichannel engagements, and when to use each approach
  • How to go beyond containment and uncover insights that can optimize the customer journey and improve outcomes
  • And much more!
    • Don’t let “chatbots” get in the way of delivering superior customer experiences and true business value. Your road to creating a more seamless customer journey starts here!

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Research shows that consumers’ #1 frustration with organizations is disconnected experiences.

Ensuring your customers have a superior experience across every channel, agent, and system they encounter is not only imperative to maximizing their satisfaction, loyalty, and lifetime value. It’s also the key to retaining top human agents, protecting your brand, and growing your business. 

GenAI has the power to transform the customer experience and deliver truly seamless journeys — if it’s used correctly. And as it turns out, your AI chatbot is likely doing more harm than good.

This e-book dives deep into the five reasons why your chatbot is damaging your customer journey, and the steps you can take to start harnessing the full value of GenAI for CX.