Picture a future where calls to customer service are replaced by a quick and cheerful chat on your favourite messaging app. A helpful bot will be on the other end of the conversation, asking what you need, digesting the data and hopefully, solving your problem. As more and more businesses adopt chatbot technology, the more likely this future is.
So what is a chatbot?
A chatbot is a conversational computer program that automates certain tasks through text or voice commands, typically by chatting with a user through a conversational interface.
A bot's primary function is to streamline interactions between people and services, eliminating expensive interactions with traditional customer representatives while providing content, facilitating a purchase or simply connecting with consumers. Powered by artificial intelligence (AI), a chatbot is able to understand complex requests, personalise responses and improve interactions over time.
For any business, linking a bot to your CRM (customer relationship management) system brings it to life. Past conversations can be saved, and the bot will remember where you left off, ready to pick up and continue the conversation from the get-go.
As click-through rates increase (and email efficiency decreases) chatbots offer businesses the opportunity to engage one-on-one, 24 hours a day with their customer base. A single employee could handle an entire service department....
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