How chatbots have kick started a paradigm shift in customer service technology Information Age

Get customer service right, and you've got an advocate for life. Get it wrong and it can damage the perception of your brand and, as a result, your balance sheet. Today's consumers are more refined and demanding than ever. Instant gratification, whether in the form of 24/7 food ordering, taxis or information, has become such a large part of our life that limitations in service delivery, like hold times or untrained staff are causing brands high levels of customer attrition. An estimated two-thirds of customers have left brands due to bad service, so when Mark Zuckerberg addressed his audience at this year's F8 conference, he seemed to provide us all with a glimpse of customer service nirvana in a burst of slick, fast and efficient exchanges.