HDI SteelCity Chat vs. Chatbot: The Customer Support Story

Chat and Chatbots have become a topic of much discussion as organizations endeavor to pivot and continue to provide an outstanding customer experience (CX).  The need and desire to move to an omnichannel approach to allow additional ways for customers to interact with the Service Desk and other departments have become increasingly necessary.

We will explore and try to clear some of the confusion around chat and chatbot technology and functionality.  While the terms are often used interchangeably, they are not the same thing.  There are so many options and technologies available, and it can be confusing.

We will review:

• Chat vs. Chatbot
• What base features each may have
• What advanced features better ones provide
• How to determine what features you need

Meet the speaker:

Mike Fuson of Excalibur Data Systems is a veteran of multiple ITSM/ESM toolsets and supporting technologies. He has spent the past 20+ years working with customers to leverage their tools to improve their processes. He is a consultant and instructor and possesses many certifications, and even a few he has made up. When he isn’t working with a customer to make their tools do wild and crazy things, he is coming up with his next idea to make the tools do wild and crazy things. When Mike isn’t thinking about ITSM, ESM, and the many tools that complement them, you will find him camping, rock climbing, or scuba diving with his family and the scouts from his Boy Scout Troop and Council.