IDC PeerScape: Customer Experience Practices for Implementing Conversational AI in Customer Care
This IDC PeerScape describes practices for implementing conversational AI in customer care environments such as contact centers. "Conversational AI technologies in the form of chatbots within customer service and contact center environments are not technologies that can be applied without considerations for outcomes or with a 'set it and forget it' mentality," says Mary Wardley, VP, Customer Care and CRM at IDC. "Interacting with CAI technologies once deployed requires ongoing training and maintenance of the system."
Please Note: Extended description available upon request.
- IDC PeerScape Figure
- Executive Summary
- Peer Insights
- Practice 1: Evaluate Internal Expertise and Resources to Match Implementation and Maintenance Demand
- Challenge
- Example
- Guidance
- Practice 2: Begin with a Use Case and Plan for Iteration
- Challenge
- Example
- Guidance
- Practice 3: For Human-Centric Design, Ensure People Who Understand User Behavior Be in Charge
- Challenge
- Example
- Guidance
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