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What makes a great chatbot? Laser focus on customers

Clint Boulton | Aug. 11, 2017
Chatbots are all the rage right now but they’re virtually useless unless enterprises nail the customer experience. Here’s how to ensure your chatbot initiative pays off.

Harles says Accenture elected to build Carla on Amazon Web Services' cloud computing software to enable Carla to scale easily during peak periods without affecting customer experience. Since launching in December 2016, Carla has racked up more than 31,200 unique users and fielded 1 million unique interactions.

Ultimately, a great chatbot requires thinking through the business use case and customer journey and a willingness to course correct when and where necessary. And while the machine learning and AI technologies must be functional, they are not the be all, end all of the user experience.

Hard work is, says Lamm. "I don't care how 'smart' your AI is," Lamm says. "AI is not magic and it doesn't mean you can skip the usual rigor applied to core business functions and IT projects."

 

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