4 important considerations for using chatbots in customer service
If you’ve ever said, “Hey, Alexa,” or asked a question starting with the phrase, “Ok, Google,” you’ve engaged with a chatbot. While simple chatbots in customer service can return canned responses to inquiries, artificial intelligence (AI) and machine learning are powering much more sophisticated (and much more human-like) support.
Because they are always on, chatbots in customer service can engage with and support your customers 24/7. And while they’ll likely never fully replace human agents, when implemented thoughtfully, chatbots used in tandem with live agents can help you deliver seamless end-to-end conversational experiences that your customers will rave about.