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Nuance details 11 Reasons why Retail chatbots fail and how to fix them

There’s no doubt that chatbots and virtual assistants can help any retail brand deliver stand-out shopping experiences.

But it’s not as easy as spinning up a basic bot and letting it loose on your customers.

First, you need to know what you want to achieve, what purchases, shopping recommendations, and order status/returns inquiries your customers want help with, and what each of your engagement channels can do, from messaging to digital to voice.

Then you need the skills and tools to craft conversational experiences that play to each channel and platform’s strengths, sharing customer context and data across channels, while leveraging advanced conversational AI.

You’ll also want to understand how to team your chatbot up with human agents. How to make experiences secure, without adding friction. And how to turn your chatbot on a dime, should circumstances change.

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