Fifteen days ago, we launched Freddy, ‘a (hu)man’s best friend’, a conversational AI ‘omnibot’ that vastly improves customer experience across all channels of customer engagement: email, chat, social, and voice. We’ve envisioned Freddy as your favorite pet canine, but with a twist: Freddy’s glasses balanced on his cybernetic snout bely his tireless intelligence.

A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case. At this time, chatbots are most useful for solving the repetitive interactions that humans don’t need to spend time on—which allows humans to focus on the high priority case drivers where they’re needed most. There’s a time and place to offer support with a chatbot versus a human.