Chatbots are one of the most important things that a website can have as they offer around the clock customer service. There are a few different types of chatbots as well such as ones that are scripted, ones that recognize keywords and ones that are data centric. A chatbot is very valuable as it reduces the amount of time a customer has to stay on hold and also personalizes the client’s experience. A drawback however would be that the user has to trust the chatbot in order to share their personal data.
- There are a number of chatbots now in use, ranging from helping find product information to virtual assistants that can also be personal assistants.
- Advantages that chatbots provide include being cost effective, reduce labor, are proactive, collect and analyze data, and improve customer engagement.
- Chatbot still has issues like being new technology that may turn customers away if interactions are poor. In addition, security concerns and communication issues are still present.
“Chatbot assistants have the added benefit of freeing up support staff time while also enabling organizations to deliver a certain level of customer service during non-business hours.”