What To Do About the Chatbot Dilemma
This article, albeit from a few weeks ago, articulates what’s on a lot of bot creators mind, which is, beyond the use case dilemma--but the “which department within an business’s organization actually owns bots” dilemma. This article explains that, while Marketers have been the first to leverage bots (because of the massive audience, their budgets, and inclination towards new technologies), but bots aren’t the best vehicle for the type of campaigns marketers do. Bots are well-suited for customer support: not for the exploratory phase before a purchase, more FAQs like WISMO that come *after* purchase. So what’s the answer? We think it might be a fundamental shift from Marketers and CS folks as separate entities, one in a fancy office in Midtown, the other in a back office in Tulsa--to a more holistic group, working together as a unified Customer Experience engine. Can organizations make that change fast enough? That’s the real dilemma.