From a feature set and innovation perspective, who are the key leaders in the live chat and chatbot landscapes? What new features will define these industries over the coming years?
Hi Omair! This is definitely a question asked often of our VP of Technology Research. @Jaime Farinos, do you have anything to add to this? Maybe what's what's worked at Google Cloud?
Google has a service offering called Contact Center AI that targets customer service centers.
Contact Cener AI leverages artificial intelligence to enable a better customer experience and allows to optimize situations where human intervention is needed.
I recommend to take a look at the link, I hope it helps further.
Here's a link to the TSIA Support Services Technology Survey: https://www.tsia.com/members/data/surveys-and-quick-polls/technology-stack-survey-for-support-services
If you complete that survey, you'll receive the results within 24 hours, including the list of top installed tools for Web Chat and Chatbots. That may be a good place to start, as I find many solutions popular in the consumer world, but may not be robust enough for B2B.
We've also done a number of webinars with partners on these topics. If you search 'chat' and 'chatbot' on our website, and filter for webinars, you can watch the ondemand version. Couple of examples:
Here's a chatbot case study from TSIA member Citrix: http://www.tsia.com/webinars/chatbot-b2b-case-study-reduce-call-volume-improve-customer-experience
Webinar on merging chatbots and intelligent search: http://www.tsia.com/webinars/cognitive-search-the-missing-chapter-in-your-chatbot-story-en
Research report we just published on use cases and technology for chatbots: http://www.tsia.com/resources/the-chatbot-comeback