(2017-09-03) How To Decide If A Chatbot Makes Sense For Your Customer Service

How To Decide If a Chatbot Makes Sense For Your Customer Service

#1 — Are you receiving many repetitive customer questions eg. via email or support ticket?

The easiest implementation is where the chatbot basically is able to refer to an FAQ answer

#2 — Is your customer seeking information that is easy to deliver?

In some cases it will make more sense to discuss with a human — if the question is ambiguous, would require interpretation etc. Whereas if the question has a clear, verifiable answer, the chatbot can likely answer.

# 3 — Do you need to provide customer service 24/7/365?

#4 — Would your customers want to interact with a chatbot?