When it comes to customer service, chatbots are revolutionizing the way business operates. With new chatbots, things like putting people on hold will soon be a thing of the past, not to mention how each chatbot can personalize the experience depending on the customer’s wants and needs. Soon talking to people may become a thing of the past as bots don’t sleep, get frustrated with impatient customers and they don’t have “bad days”. Adam Devine, CMO of WorkFusion, talks about all this and more that’s come from the “Bot” revolution.
- Typically, customer service chatbots answer questions based on key words. The most basic systems are actually document retrieval systems
- Whether it’s a simple email or text on a customer’s birthday, or a quick check-in to ask if they are enjoying the brand’s product or service, chatbots are helping to foster brand loyalty
- there is a growing contingent of customers who are increasingly open to new technology, especially if it can enhance their CX.
“AI has come a long way in recognizing the content – and context – of customers’ requests and questions.”