Chatbots are the latest technology entering the customer service sector to boost service levels. It is estimated around two-thirds of customers leave a brand due to poor service, and companies are increasingly relying on new technology to improve their standing. The use of chatbots in retail has been growing rapidly over recent years. The article suggests that correct use of artificial intelligence could enable robots to sense when customers want to talk to another person to strike the right balance between using bots and human operators.
Chatbots are the latest technology entering the customer service sector to boost service levels. It is estimated around two-thirds of customers leave a brand due to poor service, and companies are increasingly relying on new technology to improve their standing. However, the need for human interaction is not expected to disappear, as historically robotic services have also been a source of customer frustration; talking to a robot that does not understand requests or cannot complete tasks can be a painful process. The article suggests that correct use of artificial intelligence could enable robots to sense when customers want to talk to another person to strike the right balance between using bots and human operators.