Want to solve a customer service mystery? Put a chatbot on the case paid servicenow
Like in any good detective novel, it happened when I least expected it. when they didn’t have a customer service chatbot. Only then did I realize that, without even knowing it, I had been won over by bots. In fact, chatbots have become such a powerful service channel that I expect—and even prefer—to have my first customer interaction with them.I guess it’s no surprise. Over the last few years, advances in technology have made chatbots significantly easier to deploy and much more effective.
Of course, they can’t solve every problem. Some issues are sudden and new. Others might require too complex of a solution. What’s a chatbot to do? They quickly recognize they’re at their limit and offer to call in help. They go into the detective’s notes—well, the chatbot’s log, actually. And over time, that log will start to display patterns, effectively pinpointing additional high-volume problems customers are experiencing but that the chatbot can’t solve.
Any time you’ve queried a personal assistant on your smartphone that has misunderstood your words or given an answer completely unrelated to the question, you’ve run up against their limitations. But as painful as those failures are in the moment, the good news is they fuel future improvements.
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