Automation is all around and its role is only increasing. Customer care is a subsegment that has gone through a significant disruption through deployment of chatbots. Although they are a topic of many conversations centered around customer support, not everyone is positive about the role of chatbots. Unsurprisingly, when something generates so much buzz, misconception follows. The level of skill that chatbot has is typically correlated to its cost, which means that businesses can determine what proper level of deployment is beneficial for the company.
- Chatbots work well for commonly asked questions, but are less useful for general conversations.
- A chatbot can serve as a website receptionist, greeting customers and directing them to what they’re looking for.
- A chatbot can also operate as a salesperson, starting conversations while a customer is browsing or at checkout.
“Capable of simulating conversations with human users, a chatbot is a piece of software that can talk to users and perform relevant tasks.”