Chat Bots as the Future Multi Channel Customer Support user Experience Strategy : An Alternative View Point on Reusability Acrossend Customer and Customer Support Channels

Abstract

Organizations that sell products or services need to provide their customers with experiences that allow them to buy, renew, upgrade, service, or troubleshoot their products or services. These customer support experiences are built using a combination of end- customer experiences, often provided through web or native applications, and additional retail or care experiences where customer support agents access CRM, CSM, and ERP applications to address customer concerns. Traditionally, retail or care agent experiences have been different from web customer experiences, as they are purpose-built and optimized for quicker reuse by the organization’s pre-trained staff, whereas end-customer experiences are often simple and intuitive. Historically, this distinction has applied even when reuse was technically possible. In the modern AI-driven world, many customer-facing experiences are being replaced by AI chatbots. This paper explores the concept of chatbot experiences being the sole interface across end-customer, care and retail, leveraging the same core to power both advanced user and simplified end-customer conversations. This approach promotes reusability, eliminating the need to develop additional UI-based experiences for both customers and agents.