Building a Useful Chatbot: 3 Questions to Ask

The rise of chatbots has been recent and substantial. B2B and B2C sites now have bots at the ready, asking how they can help you find information or do what you need to do -- and they are often on a first-name basis with you. Chatbots have proven to be one of the ideal use cases for artificial intelligence (AI) and the appeal is obvious. Unlike their human counterparts, chatbots are available 24/7, can simultaneously answer hundreds of queries instantly and come with a one-time cost compared to the continuous cost of employing customer service representatives. Although there is fear that chatbots aren't as accurate as humans, those concerns have been mitigated in recent years as chatbots can now resolve 80% of customer queries without human supervision. And when they get a question they don't know the answer to, the chatbot is able to move the customer to a live representative for resolution.