A chatbot or virtual assistant (basically the same thing) enables responses to be provided to customer enquiries 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 suitable response, so they can still provide you with efficiencies and not negatively impact the customer experience.
There are many 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 in the CX Automation and AI, Customer Management or Contact Centre Technology subcategories.