Leaders in the live chat and chatbot landscape
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?
Answers
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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?
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Hi Lexi,
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.
Regards, Jaime
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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
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