The chatbot and RPA hype trains may be gaining speed, but corporate adoption is still hindered by numerous perceived risks.
Legacy systems don’t support the plug and play nature of chatbots, organizations have mountains of unstructured data to be prepared for RPA, there are regulatory compliance issues to address, and accepting the reality of automation requires a culture of organizational change.
Speaking at Sourcing Decisions 2018, Martin Boyer from Greater Toronto Airports Authority, Sanja Todorovic from Telus, Tae Moon from TD Bank, and Wendy Shlensky from HGS, break down some of the aspects that are holding companies back from automation adoption, along with the tangible impacts that chatbots are having on CX.
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For more on chatbots and Sourcing Decisions 2018, check out the following links.