The use of chatbots has been on the rise. Chatbots seek to emulate human interaction in both voice settings, and with messages. Chatbots are being used in several different areas, including customer service and product recommendation. One advantage of a chatbot is that they would be available 24 hours a day. It allows the response time to be less than it used to be. A disadvantage, however, is that you lose the human element, which becomes particularly important when a customer is dissatisfied.

Key Takeaways:

  • Chatbots can be used for customer care issues, specifically via Line, Skype, or WhatsApp.
  • Chatbots can reduce initial customer response time and escalate issues when necessary.
  • Keep in mind that chatbots cannot replace humans, especially when creative problem-solving is necessary.

“While chatbots can be used for a multitude of things, their main role from a PR perspective would be handling customer care.”

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