Fielding messages into traditional help desks has historically resulted in longer wait times and a disorganized messaging experience for support representatives. Enter chat bots.
Chat bots assist in solving simple, quick-response needs, leaving more time for customer service representatives to focus on complex customer demands and high-touch interactions.
In recent years, bot-enhanced customer support use has increased. This is due in part to new technology that allows businesses to easily identify and resolve customer problems through messaging services. As bots continue to grow in popularity, experts speculate whether the automated technology has arrived or if it still has a long journey ahead.
That debate will likely continue for years, especially considering the benefits enjoyed by consumers knowing that they are talking to a real human being in live chats.
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