There is no doubt that Artificial Intelligence (AI) is dramatically changing business, and chatbots, fueled by AI, are becoming a viable customer service channel.
For at least the foreseeable future, chatbots won’t be replacing humans in contact centre jobs. That said, they are on their way to mainstream acceptance.
With this in mind, Shep Hyken shares four ways AI and chatbots are creating a major impact in the customer service and CX world.
Some customers have always used traditional phone support and have a hard time accepting anything else. But, there is a growing contingent of customers who are increasingly open to new technology, especially if it can enhance their CX. As the technology improves and acceptance grows, chatbots, powered by AI, will have a strong role in customer service and support.