How Chatbots Are Advancing Customer Care

Companies are increasingly turning to chatbots for customer care, employing them to answer questions or direct people to the right team member to talk to. Basic assistants can route calls in call centers to the correct staff member, while more advanced chatbots equipped with natural language processing and deep learning may be able to assist customers with their inquiries. PSFK researchers explored how brands are exploring conversational interfaces that enable more emotive, responsive and personalized chatbot assistants, which can help customers in a range of different industries. As Business Insider reports, "In the next three to five years alone, chatbots will become nearly ubiquitous, and work seamlessly with human customer support agents to provide customers with efficient, personalized responses." Amazon Amazon developed a cloud-based call center software called AWS Connect that uses the speech recognition technology behind Alexa to interpret what callers want and routes their calls accordingly.