Have you shopped online and had a pop-up ask if you needed assistance? You very likely were visited by a chatbot aiming to help you with your purchase. Before we dig into how chatbots are now a key part of customer service, let’s first answer the question: What is a chatbot?
A chatbot (coined from the term “chat robot”) is a computer program that simulates human conversation either by voice or text communication, and is designed to help solve a problem. Organizations use chatbots to engage with customers alongside the classic customer service channels like phone, email, and social media.
Modernize your contact center
The right mix of customer service channels and tools — from chatbots to automated workflows — will help you become more efficient and improve customer satisfaction. Our guide reveals how high-performing service orgs make it
Leave a Reply