How Emerging Technology Can Help Call Center Reps Do More - Retail TouchPoints

Chatbots deliver substantial value to organizations by answering basic questions and fielding simple requests for information. For example, an existing customer can ask a chatbot what a business's hours are or what their refund policy is. These questions, while elementary, are critical to customer satisfaction and would traditionally have required customers to connect with a human over the phone. Chatbots, however, can provide instant, personalized answers to customers while freeing up human reps to spend more time assisting customers with more complex challenges. And if it sounds like chatbots are impersonal, consumers clearly don't feel that way. In fact, messaging is the preferred method of contact when it comes to support for people 55 and under.