'Be nimble': What Kia, Marriott and others have learned from using chatbots for customer service - Digiday

Brands of all stripes have tried to capitalize on the rise of chatbots, coming up with everything from beauty advice and cocktail recipe bots to financial assistant bots. But given the sheer volume of inquiries brands get on their social channels, these automated interfaces have perhaps been most useful for brands' customer service initiatives. "Brands can use deep learning algorithms on top of their customer service logs through these chatbots to provide personalized responses in real-time," said Mikhail Naumov, president and co-founder at DigitalGenius. "Chatbots are very useful for customer service when done right." We asked four brands to share their biggest takeaways from using chatbots for customer service. Kia Motors Kia launched NiroBot in November 2016, tied to the introduction of its hybrid utility car, the 2017 Niro.