The New Paradigm in Customer Service. Chatbots: Omnichannel, Customized, Automated, Exponential

The inspiration to write this book stems from the difficulties that we experienced when we first engaged in the practice of Artificial Intelligence and Cognitive Computing in Mexico. We had to tackle the subject at a time when there was not a clear direction as to how these technologies would revolutionize the world and lead to a digital transformation.Throughout this time, we have both witnessed and participated in the different ways in which technology has been changing the aspects of modern society, from enterprise processes to people’s way of life.This book explores the concept and the different uses and actual benefits resulting from the phenomenon of chatbots at present times, thanks to its versatility and relevance. They have, without a doubt, become one of the best options for starting a company’s digitization process, and one of the best tools for transforming the customer experience.