Report: 5 Ways to Design Virtual Agents and Chatbots

As companies look to self-service automation in hopes of both reducing cost and enhancing customer service, their customers are faced with a growing number of opportunities to interact with virtual agents and chatbots. In some cases, these experiences are positive. In far too many others, poor design can lead to experiences that are negative or even downright frustrating.

This Talkdesk Research report, based on a global consumer survey and series of focus groups, offers guidance to companies looking to implement a new virtual agent or chatbot or improve an existing one.