Seemingly overnight, the world we knew has been up ended by the Covid-19 pandemic. Providing virtual self-service is becoming the primary means for customers to obtain the help and support they need from public and private organizations. With inquiry volumes rocketing, artificially intelligent, conversational chatbots are fast becoming the first-line solution.
But scaling a chatbot up to production readiness can often be challenging. It’s therefore critical to consider any conversational AI implementation as part of a wider digital transformation strategy that delivers the necessary resilience and continuity to drive the business forward - instead of treating it as a point solution that fixes an individual pain point.