The Essentials Of Chat, 2019

Firms place too much cognitive load on consumers in the context of digital experiences. Conversational interfaces offer one opportunity to lighten this load by allowing consumers to use natural language to engage with brands. Firms have been using these tactics for more than a decade within customer service. With advancements in a host of technologies ranging from the family of artificial intelligence technologies to the speed of microprocessors, GPUs, network speeds, and more, conversational interfaces are improving, and firms are looking to use them not only to market and sell to customers but also to deliver services — chat as a product. Join Julie Ask, Ian Jacobs, and Jenny Wise to understand how chat fits into your overall digital experience portfolio, how to design for these interfaces, and what you need to know about building them. This webinar addresses the following questions:

• Should chat be part of your digital experience portfolio? If so, in what context?
• How is the process of designing chat experiences different from other mediums?
• What considerations are there when building these experiences?
• What can we learn from over a decade of customer experience chatbots?

Key takeaways:

• Learn if you should incorporate chat into your digital experience portfolio.
• Understand how the process of designing chat experiences is different from other mediums.
• Learn the considerations you should make when building these experiences.

Target audience level: all levels

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