Why Chatbots are Failing Marketers by Not Getting Personal

NGDATA’s CEO, Luc Burgelman, talks about why chatbots are failing marketers by not getting personal.

Successful customer experience requires the anticipation of future needs — looking at behavioral patterns, market trends, and user experiences for proactive measures to secure a personalized, unique, and memorable experience across multiple channels. This, in turn, enables the customer to feel understood and valued, and is likely to develop loyalty — a good basis for customer retention, upselling, and cross-selling.

Artificial intelligence and chatbots can be effective, and we’re on the cusp of seeing machines do superhuman things. If only they could work based on all the data from the individual customer, including real-time and behavioral. Otherwise, companies will fail to deliver the relevant experiences customers have come to expect.

Click here to read the full article in VentureBeat.