Are Robots the Future of Customer Engagement? - Social Media Explorer

Jeff Lesser, Twitter's Head of Social Customer Service, at the recent Corporate Social Media Summit New York said that customer service is the top reason why people follow brands on Twitter. Using social for customer care provides users with personalized service and is a great opportunity for brands to improve their image. Personalized customer service is harder to create with chatbots and this has created a large resistance to their growing popularity. What Exactly Are These Chatbots? Chatbots, better known as bots, are computer programs that conduct a conversation with auditory and/or textual methods.