What is a Customer Service Chatbot?Ī customer service chatbot is a chat service that uses artificial intelligence (AI) and machine learning to provide live chat to customers. While it’s true that nothing will ever replace the personal touch of a live customer service representative, chatbots can help enhance your customer service team by automating repetitive tasks, speeding up workflows and enriching the modern eCommerce customer experience.Ĭhatbots can be a great support to your existing customer service programme, but before we look further into this, let’s delve a little deeper into the world of the chatbot. Chatbots can help multiple customers at once.Chatbots can provide answers to commonly asked questions without taking resources away from your support team.Chatbots provide much-needed support to your customers, at any time of day or night.Chatbots can take the pressure off your live customer service team.
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In fact, if you’ve ever used chat-based customer service, it’s likely it was with a chatbot – a software application that allows your customers to have an online, text-based chat conversation – and you may not have even realised! That said, there are some customer service tasks that can now be automated using new artificial intelligence technologies, in the form of chatbots. In customer service, nothing beats a personal connection.
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