Continuing Education/Training

Breaking Down Silos: Embracing Bots in Contact Center Strategy for Your Agency or University - Genesys

Tuesday Aug 22, 2023
2:00pm - 3:00pm CDT


Produced and hosted by Genesys. DIR is an educational sponsor under the Technology Today Series.

When evaluating Bot solutions, it’s important to recognize that just like traditional automation solutions such as IVRs, Bots should be part of a comprehensive Contact Center strategy and not a stand-alone or point solution. We will look at the benefits of a consolidated approach to Bots from constituent journey perspective as well as the operational challenges that stand alone solutions can present.                                                                                                                 

Studies show that chatbot usage is up significantly, but satisfaction with chatbots is decreasing. In both the private and public sectors, bots are often deployed without fully considering how they fit into the user journey. Understanding where automation will and will not be useful to constituents can help prevent bots from leading users to a dead end with no helpful alternative.

With the artificial intelligence and machine learning capabilities available today, state /local governments and universities can create improved bot experiences that are constituent centered. Implementing bots that can deliver continuity to the user experience, including a path to hand off to a human if needed, can help build trust in government services.

For questions, please contact Johanne Ibsen, [email protected].

Date & Location

Date & Time

Tuesday Aug 22, 2023
2:00pm - 3:00pm CDT



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