What Is A Chatbot, And Why Is It Important For Customer Experience?

Anyone who has ever tried to contact a company through a representative at a call center knows how slow and frustrating the process can be. Even with upgrades and best practices in customer experience, there isn't much that can be done to improve the situation because in most cases the agent is looking through multiple CRMs and is limited by the speed of the programs they can access. However, new developments in technology have opened doors to a faster, easier solution: chatbots. A chatbot can have a conversation with a customer but isn't limited by technology because the AI technology is built in to the software. In most cases, chatbots use messenger apps to communicate with customers.