Zeynep B. Tolon

Bots and AI: The Cutting Edge of Customer Care (Part 2)

This is part 2 in a series about using chatbots in customer service (see part 1). As I attended the Bots and AI conference in Pittsburgh and heard from researchers and practitioners about the art and science of customer care, three points stood out as best practices in employing chatbots. #1. Chatbots provide fast and […]

Continue reading

Bots and AI: The Cutting Edge of Customer Care (Part 1)

“People want to feel heard and seen – and today’s customer service very frequently does the exact opposite of that” – Dr. Justine Cassell, Carnegie Mellon University LivePerson and Carnegie Mellon University (CMU) recently hosted over 100 customer care executives from globally leading brands for the Bots and AI conference in Pittsburgh. I had the […]

Continue reading