29KOgwF

With consumers now shopping and managing their services online, retailers are racing to find ways to improve their customer service and shopping experiences while transforming how they communicate with their customers. Also, as of mid-April, Facebook opened Messenger platform to chatbot services. Rogers Communications is also wading into the bot game by using Facebook Messenger for customers to chat with service representatives to change account information, add a phone line or deal with other service information, and are on the cusp of implementing a bot. In many ways it makes sense for retailers to incorporate bots in areas they can be controlled, like automating everyday customer service tasks (imagine never sitting on hold again).