Best Practice Report

Take The “Crisis Approach” For Successful Chatbot Deployment

Companies In Crisis Provide A Best Practices Model For Deploying Chatbots To Customer Service

April 18th, 2023
With contributors:
Ian Jacobs , Georgiana Swan , Robin Whiting


Never let a good crisis go to waste. (Nothing forces the mind to focus quite like a crisis.) This is particularly useful advice when deploying a chatbot. Many chatbot deployments fail due to a lack of focus or attempts to do too much. Organizations that started, or expanded, chatbot usage in response to extreme circumstances such as call spikes driven by COVID had to take practical approaches to solve existential problems. The lessons from these painful but successful deployments can help organizations deliver chatbots that provide positive customer experiences while driving down costs.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.