The best customer chatbots have these five traits

“Chatbots are a hot new technology for customer service, and their rise to power isn’t slowing. In fact, Gartner not only claims that over 50 percent of medium to large enterprises will have deployed them by 2020, but by that same year 85 percent of all customer service interactions will be handled by them. 2020 will be here sooner than we realize and with these predictions, one would think chatbots are seen as a positive direction for customer service.

Not quite. The truth is some opinions of chatbots aren’t spectacular and expectations vary in terms of how helpful chatbots really are.

Any new technology is going to have its growing pains and the naysayers that go along with that evolution. The right planning and characteristics mean a chatbot can provide all its promised benefits while sidestepping the drawbacks.”

Read more from Paul Selby, Customer Think


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