target audience: TECH BUYER  Publication date: Nov 2022 - Document type: IDC PeerScape - Doc  Document number: # US49753722

IDC PeerScape: Customer Experience Practices for Implementing Conversational AI in Customer Care

By:  Mary Wardley Loading

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Abstract


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."



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