Your most effective employee could be a chatbot

Advances in artificial intelligence mean chatbots can automate more customer interactions than ever before. According to analyst firm Gartner, the usage of chatbots will triple through 2019 as enterprises seek to increase customer satisfaction and reduce operating costs. But not all chatbots are equal.

Some chatbots interact with customers to resolve issues, conduct transactions, and answer questions. The fact that these chatbots are bounded — in other words, operating within a certain context such as mortgages, utilities, or wireless — ensures they can better support the conversation.

Because of advances in AI, businesses can artificially replicate the effectiveness of their best agents, reducing customer frustration and wait times. However, it is essential to remember chatbots are still an outward facing extension of the brand, and even though they are machines and not human, customer expectations around their performance will only heighten as the technology becomes commonplace.

Saiba Mais:

https://venturebeat.com/2017/06/09/your-most-effective-employee-could-be-a-chatbot/

SHARE


Mais Notícias