How customer service chatbots are giving businesses an edge

With the rise of the mobile, always-on consumer, it is easier than ever for customers to demand immediate responsiveness from brands. Companies are expected to deliver fast, reliable customer service across channels and are under pressure to incorporate new tools and processes to engage with customers wherever they are. Fielding messages into traditional help desks has historically resulted in longer wait times and a disorganized messaging experience for support representatives. Chatbots assist in solving simple, quick-response needs, leaving more time for customer service representatives to focus on complex customer demands and high-touch interactions. In recent years, bot-enhanced customer support use has increased, due in part to new technology that allows businesses to easily identify and resolve customer problems through messaging services.