![]() Key learning 1: Brevity is the soul of bots We tested this theory and others by running customers through five quite different greetings, with over 40,000 user sessions per greeting option. In particular, many people believe you need to tell customers that they can always get to a human agent. People have a lot of opinions about what you need to tell users up front when they start conversing with a bot. On the Dynamics 365 Virtual Agent for Customer Service team, we’ve been wondering: what’s the best greeting message to begin the conversation with a virtual agent? Because our team helps Microsoft Customer Support run one of the largest virtual agent implementations in the world (on ), we were able to run some experiments with our own customers to find out. ![]() ![]() We all know the power of a great first impression.
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