{"id":894037,"date":"2018-03-20T14:10:06","date_gmt":"2018-03-20T21:10:06","guid":{"rendered":"http:\/\/customerthink.com\/?p=894037"},"modified":"2018-03-20T14:10:06","modified_gmt":"2018-03-20T21:10:06","slug":"for-conversational-commerce-your-bot-needs-to-understand-human-personality-better","status":"publish","type":"post","link":"https:\/\/customerthink.com\/for-conversational-commerce-your-bot-needs-to-understand-human-personality-better\/","title":{"rendered":"For Conversational Commerce, “Your Bot Needs to Understand Human Personality Better”"},"content":{"rendered":"
The broadcast era is decades dead; today, conversations count \u2013 interactive, iterative commerce, driven by personality, opinion, and emotion. Today, the customer journey spans a spectrum of consumer-brand touchpoints, both in person and automated.\u00a0Can your bot keep up?<\/p>\n
Mattersight makes call-center products \u2013 telephony, routing, and analytical systems. The company has been applying analysis-derived insights to bots. These insights center on personality with the aim of generating higher satisfaction scores, decreased churn, improved sales conversions, and lower costs. Andy Traba,\u00a0Vice President of Behavioral and Data Science at Mattersight, makes this happen, and it’s a great story for the 2018 Sentiment Analysis Symposium<\/a>. I interviewed Andy in the run-up to the symposium, which takes place\u00a0March 26-27 in New York, to get some insight into his topic, why \u2013<\/p>\n