Building One Chatbot Across All Your Channels: Large Enterprises Tell their Stories

Daniel Hong (Research Director/VP, Forrester)

Taj Singh (Group Product Manager, Uber)

Location: Sun A

Date: Wednesday, March 20

Time: 3:00pm - 3:45pm

Pass Type: Entire Event, Tue-Thu Conference - Get your pass now!

Track: Contact Center & Customer Experience

Technical Level: Medium

Hot Topics: Artificial Intelligence & Analytics

Session Type: Conference

Vault Recording: TBD

Audience Level: Medium

Conversational AI. Machine Learning. Chatbots. Self-service. Ambient computing. Shouldn’t these all come together? Consumers are increasingly communicating via typing or speaking with smart devices that use AI-driven conversational technology. But for enterprises, this requires added development resources to support more chatbots and self-service capabilities across the channel sprawl. To stave off rising costs, enterprises need to be strategic with a build-once, deploy-across approach. The few companies that are implementing this approach already, like USAA and Uber, are bridging conversational experiences across channels and devices, to give their customers differentiated and unique experiences.

Join Forrester analyst Daniel Hong, along with customer experience executives from USAA and Uber, as they discuss where the market is heading, how they are building one chatbot across multiple channels, the lessons learned and how to execute on bringing a unified conversational engagement strategy in customer care.

* How do you provide consistent conversational experiences in your chatbots across different channels and devices for customer service? What do enterprises need to know?
* What role does the API economy play in developing chatbots and conversational experiences?
* What ways can enterprises prepare for the impact of conversational AI they build out a customer engagement strategy?