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Preparing to use bots in your customer care organization? Confused about what a bot is and how one works?
Is the robot army marching toward us? Maybe? Probably! As customer service professionals, we’ll need to know how bots can help us serve our customers better (and how they can’t).
Ready to school yourself? Here’s a reading list that will help you get up to speed on how companies are using bots and how a bot might fit into your service offerings.
One favor to ask: If you have read (or created) a great piece on bots in customer service, mention it in the comments. I’ll include it when I update this reading list.
Leslie O'Flahavan, E-WRITE Principal, has helped thousands of people learn to write well for online readers. She is a problem-solver for all the writing-related challenges faced by contact centers: e-mail, chat, and social media. She helps contact centers train agents to write excellent e-mail, measure the quality of their e-mails to customers, and rewrite and maintain their entire library of canned answers. Recently, she completed a complete overhaul of customer service writing for a global airline’s domestic and international contact centers. Leslie is the co-author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents. Reach Leslie at Leslie@ewriteonline.com or follow her on Twitter @LeslieO
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