Bots can help with customer service. They can gather information for the eventual interaction with a human rep, understand exactly what happened and what the consumer wants and even be empowered to solve basic issues, automatically. Bots have been around a long time — phone systems ask you to speak your account number, say what you’re calling about or push a digit corresponding to what you want. The difference is that, while those kinds of bots typically annoy customers, chatbots have the potential to have the reverse effect.
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