Chatbots allow customers to connect with businesses through an automated communication system. In the customer service industry, chatbots are often used to capture data and improve customer experience as they can pinpoint an issue accurately. Moreover, they save the company money by requiring less labor. When it comes to chatbots, there are two main types: rule-based and machine learning. The rule-based follow a rigid initial structure while answering, while the machine learning bots use previous interactions to better tailor a response. Overall, if companies are thinking about using chatbots, they should ensure that they are precise, personal, and engaging.

Key Takeaways:

  • Chatbots are software that allows for humans to interact with an automated system to reach a desired goal.
  • One of the most common uses of chatbots is in the customer service industry as it reduces overall costs for the business.
  • If a company is thinking of implementing a chatbot, they should ensure it’s personalized and engaging to the customer.

“One of the commonest applications of a chatbot is in the field of customer service.”

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