Using bots to improve customer service

Other than canned responses or annoying IVRs, customer service is mostly human-powered. There’s an opportunity to add bots to improve customer experience AND reduce costs at the same time.

It may take some time for bots to overtake the versatility, empathy and nuance of their human counterpart, but there are some obvious short term benefits related to speed, power, scale and cost. By synthesizing humans and bots within chat, you can play to each of their strengths.