Choosing Between Rule-Based Bots And AI Bots

Until a decade ago, the only option people had to reach out to a company was to call or email their customer service team. Now, companies offer a chat team to provide better round-the-clock customer service. According to a Facebook-commissioned study by Nielsen, 56% of people would prefer to message rather than call customer service, and that's where bots come into play. Bots are revolutionizing the way companies interact with their customers. A decade ago, bots were considered a passing tech fad.