The best kind of customer service is one that’s customized to each individual, based on their unique needs and preferences. Unfortunately, companies generally haven’t had the resources or capability to speak to every single one of their customers in real-time – resorting to generic means of communication (like FAQs) to address commonly asked questions. Enter bots, who are not resource heavy, and with the appropriate initial human input, can take customer service to a whole new level.
Here are some areas where bots are adding value to businesses (read in detail here):
- Provide conversational commerce
- Interact with customers in real-time
- Lead to streamlined collateral – no more lengthy FAQs, microsites and more to convey detailed pieces of information