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Get Up to Speed on Bots in Customer Service

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.

Join Leslie for a session on bots at Contact Center Expo & Conference! She'll be speaking on the May 23 panel-- "Bad Bots: Death by Automation."