Switch From Live Chat to Chatbots – Without Losing Customers

Many contact centres are increasing chatbot adoption to help scale support, but a poorly managed transition can affect trust and loyalty – and ultimately compromise the customer experience.So how do you switch from live chat to chatbots without losing customers? We asked our panel of technology experts to find out.Don’t Treat Chatbots as Deflection WallsMatthew ClareThe fastest way to erode loyalty is hiding human support behind endless, circular bot loops or rigid decision trees bui