Context is the only thing that can save chatbots

We’ve all been there. Bounced around to different departments, put on hold, shifted from agent to agent, forced to repeat our mailing address or ticket number or describe the problem we’re desperately trying to get solved again and again across a multitude of different channels. Somehow, despite all the hype around machine learning, conversational interfaces, and personalization, the vast majority of customer experiences still leave us wondering if we’re trapped in a particularly torturous episode of Black Mirror. Live chat was supposed to save us from call center purgatory, but instead it just created another conversation silo – and a…

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