This ebook provides expert insights on how to implement automation at scale to optimize customer journeys. Automation can offload repetitive tasks and make excellence a standard in customer experiences, which is difficult to achieve with human agents alone. Chatbots are the most common application of automation, with 48% of CX professionals using AI and machine learning in chatbot initiatives. However, automation also has its challenges, such as removing the human touch that customers value. Organizations need to develop a solid strategy before implementing automation to reap its rewards.
