Why Customer Experience Matters More Than You Think And How Virtual Assistants Can Help You Beat Your Competitors
Virtual assistants and chatbots came to the wider audiences in the spring of 2016 when Facebook announced the possibility to build bots into Messenger. After initial inflated expectations the chatbot fever somewhat declined. However, much like in the Gartner Hype Cycle, the importance of virtual assistants is bound to grow in importance. And the reason is that superior customer experiences enable companies to retain and upsell to existing customers. This follows the rollout of Aggregation Theory impact on businesses. “First, the Internet has made distribution (of digital goods) free, neutralizing the advantage that pre-Internet distributors leveraged to integrate with suppliers.