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Chatbots Headed Toward CX Fails


Presented By: Cyara

March 28, 2019 – 10:00AM (PST) and 1:00PM (EST)

Presented by: Daniel Hong, VP Research Director, Forrester and

Mike Monegan, VP Product Management, Cyara


About the Webcast

New research from Forrester finds that 54% of US online consumers expect interactions with customer service chatbots to negatively affect their quality of life*. Customers complain that chatbots cannot understand or answer their questions, do not provide an easy path to human assistance, and when transferred to a human agent, have a difficult transition. Currently, chatbots are sowing the seeds of discontent with consumers, and companies that deploy chatbots with AI and think that the technologies will be “good enough” are in for a rude awakening.

Join this webinar and hear new insights from our featured speaker at Forrester regarding forboding results of chatbot AI deployments. Find out how to prevent your deployment from being another “customer experience fail.”

Register Now and hear from our featured speaker, Daniel Hong, VP Research Director, Forrester in conversation with Mike Monegan of Cyara. Learn what companies are doing to ensure successful customer experiences with chatbots.

In this webinar you will learn how to: 

  • Train the chatbot to understand customer intent
  • Design a chatbot as part of the overall customer experience
  • Ensure quality for complex customer journeys
  • Use chatbots and AI to augment human agents


About the Presenters

Daniel Hong, VP, Research Director serving Application Development and Delivery Professionals, Forrester Research

Daniel leads a team that focuses on digital transformation in customer engagement and collaboration for service and sales. His research explores how predictive analytics, decisioning, and conversational AI impact automation and agent-assisted interactions in the contact center. Daniel helps Forrester clients create channel strategies that leverage context, prediction, natural language, and orchestration to drive differentiated customer service experiences and business outcomes.

Mike Monegan, VP Product Management, Cyara