Customer service is an important part of any customers’ purchasing experience, and it is no wonder companies are now trying to streamline the process on social media with the introduction of highly capable chat bots.
With more and more people using social media, it is apparent they are also using it for customer service as well. A recent study found around a third of people prefer to receive customer care through social media, due to quick response times.
For this reason exactly, Facebook and other social mediums created AI chat bots in order to help facilitate customer service on the mediums. This is a great step forward for companies as well as customers.
These chat bots also have the ability to learn from the conversations they have with consumers. So with every conversation, the AI learns new ways to deal with problems and the ability to converse on a deeper level.
Now the customers will be able to get in contact more quickly with someone who can help them with their needs, and companies will be able to respond to inquiries faster as well. This allows companies to keep customers happy, while at the same time receiving valuable feedback.
Customer service chat bots will not completely take over in the near future — humans are still necessary for the more intricate communications needs. Although in the future, you may not know whether you are speaking to a person or a chat bot.
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