For CSPs, the Chatbot Discussion Heats Up Around AI
Dell News, Tuesday, August 13th, 2024
Dell Technologies is honored to be part of an initiative led by SK Telecom to develop an AI chat agent application for CSPs.
Let's talk about chatbots for a moment. We've all used them before and, by now, most of us have accepted their limitations as the lesser of two evils (the greater evil being stuck in an endless IVR loop). Many users report at least some level of satisfaction with chatbots, particularly when handling common issues such as password resets, basic account information and other frequently asked questions. Yet the fact remains that traditional chatbots struggle with replicating a human interactive experience when the conversation goes off script. In those cases, it's often necessary to call in the live troops to resolve a customer's issue.