3 minutes read
More and more companies are implementing chatbots in customer care. This type of Artificial Intelligence (AI) will come to play an even bigger role in 2017. But even though they cannot (yet) replace human contact, chatbots have evolved to a level where we can no longer ignore them. As arguments from the past no longer apply, now is the time to embrace bots in customer care.
Integrating bots in existing chat interfaces has become increasingly popular over the last years. In line with the bot’s rising popularity, its list of demands continues to grow. Companies now need to be present on platforms like WhatsApp, Facebook Messenger, Line and Telegram. And don’t forget about Google Assistant, Siri and Amazon Echo. As a result, chatbots need to be able to not only answer different questions correctly, but also to answer them in a way that suits the customer and suits the platform. Quite a challenge.
It is true that it is not an easy task to integrate bots who act human and offer the same level of customer care as your ‘flesh and blood’ employees. After all, companies like Google and Apple have spent many years improving AI and still haven’t provided full coverage of tasks with AI. Moreover, customer care employees are able to give more attention to complicated issues. Therefore, it will take a lot more for bots to give the same full experience and answers for all questions customers may fire at your customer care department. But even though bots can still not replace the human employee, the bots’ capacities have grown notably since we’ve first used bots.
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