Chatbots

Overview: Chatbots have been used in instant messaging apps and online interactive games for many years and only recently segued into B2C and B2B sales and services.

Organizations can use chatbots in the following ways:

Customer service- Service departments can use chatbots to help service agents answer repetitive requests. For example, a service rep might give the chatbot an order number and ask when the order shipped. Generally, a chatbot transfers the call or text to a human service agent once a conversation becomes too complex.

Collect customer data and feedback-Chatbots can also actively or passively collect customer data and feedback. This is useful for better understanding and learning what to do to improve customer experience .