Customer Service Chatbots Ready to Enter A Golden Age
Just a few short years ago, customer service chatbots were stilted affairs, little better than the scripted agents they were supposed to replace. As AI has grown in stature and usefulness, those chatbots are now serving millions of customers for brands big and small. And the agents are still here, focusing on complex issues or…
Customer Service Chatbots Need the Same Level of Care as IVR
Consumers remember too well the “your call is valuable to us” message while grinding their teeth, stuck in customer service hold-hell on the phone. Businesses shouldn’t make similar mistakes just because the chatbot eliminates that particular bugbear, being casual with your customer service bots will only lead to more problems. The drive to chatbots as…