Will chatbots replace humans? Hopefully not, but they do have a place and purpose in the world. Watch to find out what chatbots are and why we use them.
If you’ve ever needed to talk with customer service, you’d probably be relieved to find a “Live Chat” button instead of an 800-number. But these live chats aren’t always so live. Depending on how a company structures it, most live chats at least start with a chatbot -- a form of artificial intelligence that mimics human conversation -- and often pass off to a live agent.
Chatbots range in complexity and roles within an organization’s customer experience model, but are often used a first line of defense to reduce customer wait times, free up live agents for other tasks, reduce overhead costs, and improve the overall customer experience.
What do you think of chatbots? Helpful? Not so helpful? Let us know in the comments, and remember to give us a like.
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