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For Application Development & Delivery Professionals

Stop Trying To Replace Your Agents With Chatbots

Four Approaches To Using Chatbots To Augment Your Agents Offer Clear Benefits For Companies And Customers

April 17, 2019

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Why Read This Report

Customer service organizations are in a heightened state of chatbot mania. Many are rushing to replace their agents with chatbots, believing that doing so will cut costs and increase efficiencies. But removing agents from the service workflow is not the only — or even the easiest — way to gain those efficiencies. Customer service leaders should read this report to learn four approaches to, and the benefits of, agent augmentation — not replacement.

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Table of Contents

  • The End Is Not Nigh!
  • Think Augmentation Instead Of Replacement
  • The Benefits Of Augmentation Go Beyond Simple ROI
  • Recommendations

  • Address The Cultural Shift For Employees In Using Chatbots
  • Supplemental Material
  • Related Research Documents

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