The Chatbot Revolution


What Is a Chatbot?

A chatbot is a service, powered by rules and sometimes artificial intelligence (or something in between) that we interact with through a chat interface. The service could be any number of things, ranging from functional to fun, and it could live in any major chat product (Facebook Messenger, Slack, Telegram, Text Messages, Slaask, etc.). The artificial intelligence (A.I.) race is on as major tech companies offer to help save consumers valuable time with a new wave of virtual assistants and bots.

Chatbots in Customer Service

In a company, customer support can be resource intensive. Customer representatives spend most of their days answering customer inquiries. With the latest chatbot revolution as well as the growth of current messaging apps, chatbots offer an opportunity to save time and money, yet still deliver an improved customer support experience. While their standardized responses were once downright awful, chatbots are now becoming a competitive feature for customer experience strategies.

How Chatbots Can Help

The goal of chatbots is not to fully replace customer service agents, but to further improve the quality of the service. This is called Bionic Customer Service, or BCS for short. Though chatbots have come a long way, when it comes to customer service and customer interaction, they are not yet ready to be the main customer service agent. Artificial Intelligence is still far away from being like Jarvis (Tony Stark’s bot in Iron Man). However, chatbots offer enormous potential to the customer agents who manage them, giving customer agents more time to focus on more important tasks instead of answering simple FAQs.

Will the Chatbot Revolution succeed?

Like with every new thing, invention, or idea, there are many positive thinkers and many naysayers, and only time can measure the success. One thing is certain. Chatbots are here, and they will be staying awhile. Plus, they provide us all with a helping hand.