Given customers’ expectations for 24/7 support, what have you found to be the ideal balance of human interaction and AI in your social care program? Where have you seen success with automation? Here are some questions social media leaders are working through: 

  • Chatbots and Facebook Messenger: How have you optimized them? Are they worth the time and effort? And how can interactions still feel personalized?
  • Digital transformation: What emerging tech capabilities would level up your care program? Virtual assistants to book appointments, automated surveys, etc.?
  • Care team resources: How are you leveraging automation to free up your social care team?