Business-to-business (B2B) companies have typically been hesitant to believe the hype about chatbots.
A key rationale informing this skepticism is that enterprise-focused sales have often relied on personal relationships between sales representatives and customers that are nurtured over long periods of time. An accompanying concern is that these automated tools could dilute the overall quality of the client experience.
Lalit Wadha, VP/advanced analytics for Avnet, a distributor of electronic components and solutions, told delegates at the Digital Summit Phoenix 2018 that he initially shared these doubts when the brand began working on a chatbot of...