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"Creating virtual concierges through conversational AI"

Through a well designed and continually improved conversational AI, retail bots will be the virtual concierge service that customers trust to solve their problems quickly and efficiently.

Retailers have not seen the self-service resolution rates, customer satisfaction, reduced interaction handle times, and reduced cost per contact they were expecting from their voice and chatbots. At the same time, customers have become distrusting and disillusioned with customer service bots.

As a result, retailers have either abandoned their bots all together, or have heavily invested in AI hoping that would help. And while we do believe AI is pivotal for bots, it will not be as effective without well-designed and continually monitored self-service customer conversations.

In this handbook, you’ll learn how to put tried and tested conversation design principles into practice when implementing voice and chatbots, such as:

• The Do’s and Don’ts in retail conversation design.
• Considerations for your retail bot’s personality.
• The nuances between retail voice and chatbot design.
• User authentication best practices.
• How to handle conversation errors.

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