A chatbot or virtual assistant (basically the same thing) enables responses to be provided to customer enquires received via the internet, SMS, Facebook chat etc.
Capabilities range from handling basic enquiries through to complex customer interactions using a combination of other technology including Artificial Intelligence, Natural Language Understanding and Machine Learning.
Whilst a chatbot or virtual assistant can be 100% automated, many are able to transfer calls to a live agent when they are unable to provide a response so can still provide you with efficiencies.
Learn more about the different types of Chatbots on the free CX Glossary >
There are a number of reasons companies and moving towards offering chatbots and virtual assistants as part of their customer support options including:
The suppliers below can assist you with the technology, the design and implementation or both. You may also be interested in searching for other suppliers including Self-service & Automation or consultants who specialise in contact centre optimisation or technology.