What is a Chatbot?
A Chatbot is an automated program that engages your users or customers with conversation. Think of it as “engagement on autopilot.”
A chatbot will start a conversation with your customers (e.g. thru Facebook or website chat boxes), and it understands their intent and answers their questions.
Because customers want answers, if a chatbot is helping them get the job done faster than usual, then they will enjoy the experience.
How can they help?
Chatbots can help your customers with the following:
Customer service: Chatbot can handle 80% of your customer service requests, and this could lead to savings of 30% (according to IBM) while freeing your agents for a more interesting and productive work. Do you recall this conversation?
Chatbot to the rescue: A chatbot can recover the conversation and continue from where it left off, as it recalls previous context.