Considering that the retail industry is so competitive, a retailer’s (in)ability to automate is often an indicator of their success or failure.
By James Bayhack, sub-Saharan Africa director at CM.com
And, even though retailers realise the importance of providing a seamless self-help experience and that it should be a top priority, getting it right still seems to present a challenge for some retailers. In certain cases, retailers exhibit a lack of awareness in how they deploy chatbots by either devoting too much time to repetitive, laborious tasks (such as returns and answering customer queries), or leaving the customer without a solution, which requires them to go through more steps to contact their support team.
