Call Centers and Chatbots

We've all been there. Frustrated on the phone calling a customer service center after pressing "1" for this or "3" for that, only to see we have gone down the wrong path. These types of interactive voice response systems (IVRs) are notoriously annoying. Chatbots are supposed to make reaching customer service better, but have they? Who are they designing these systems for? How can they be made better? Are live text chats with agents better? In Condensed Soup, Lisa, Diana, and Chris discuss the one thing that can make dealing with customer service better.Send us your thoughts on the user experience of videoconferencing platforms or ask us anything by emailing us at [email protected] on LinkedIn Lisa on LinkedInDiana on LinkedInStrategy Analytics UX Innovation Practice

What this episode covers

We've all been there. Frustrated on the phone calling a customer service center after pressing "1" for this or "3" for that, only to see we have gone down the wrong path. These types of interactive voice response systems (IVRs) are notoriously annoying. Chatbots are supposed to make reaching customer service better, but have they? Who are they designing these systems for? How can they be made better? Are live text chats with agents better? In Condensed Soup, Lisa, Diana, and Chris discuss the one thing that can make dealing with customer service better. Send us your thoughts on the user experience of videoconferencing platforms or ask us anything by emailing us at [email protected].

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This episode was published on December 14, 2021.

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