2024 Customer Experience MetriStar – AI Bots

Published on: April 9, 2024

Author: Beth Schultz, Vice President of Research and Principal Analyst
Five providers in a highly fragmented field earned the Metrigy MetriStar Top Provider Award for AI Bots. The MetriStar Award’s value is that it is based on both customer ratings and quantitative metrics correlating the use of providers’ services with measurable business success.

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Bots: Bots simulate human-to-human conversation, allowing customers to interact with machines or computer applications in a similar way that they would with a live agent. They often are integrated with machine learning, natural language processing, and other forms of artificial intelligence (AI). Bots—voice or chat—in contact centers can help self-service customers, triage initial calls or interactions, and offload the volume of interactions live agents must handle. They also can assist agents who are interacting live with customers. The market is extremely fragmented, with multiple startups and established vendors offering solutions.

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