Is chatbots a bad idea for customer service?

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Chabot’s have arecent increase over the years as business integrate with bot for beta customer service and AI integration, but is chatbot a bad idea for customer service?, am not saying chatbot isn’t good for business and more likely Techvocast Facebook page run on chatbot for content delivery but still on it beta version, but not all business problem can be solved by using chatbot.

Customers service support 

We might have think as much with chatbot integrated for full customer service;  which doesn’t sound as a bad idea, and they can configure it to response to queries from customers, but what if the customer want a personalised advice?

Some bots do not have significant data in their repositories to resolve complex queries from customers, and not only that, some customer does not trust the respond given to them by AI “it all depend on how the user feel“, the customer just want to receive a suggestion from human and not a bot.

And if the bot keep on repeating the same advice and respond it won’t improve the customer satisfaction from the point where I see it.

Can bot handle complex sales?

Can bot handle higher sale, chatbot are unique with bot you can order simple sales; find the queries and order products from Amazon or other online stores, it a great way for customer service.

But chatbot are not perfect for handling large sales [more of saying nothing in this world is perfect], organisations are not ready for AI to handle complex sales.

The bot can cause a poor customer experience

If one of your customers had a bad customer experience, the user may not be prompt to use the company chatbot in respond.

That being said companies should always have a place for human even when chatbot is activated to resolve issues that bot can’t.

73%  from a data accurate by Helplama, say they will not use a company’s chatbot after they have a bad customer experience.

As the year go by technology trend will be a top-notch, as many believe that AI and IoT will be the next mega trend and the way business will adopt to this change to make easy workflow and work effectively we be curated.

The chatbot is not left behind as to provide a good customer experience and service one must consider implementing both human and bot for both large and small queries regarding of what it may be. Chabot increased over year and more features is seemed to come; we await whatever is yet to come.

The Critical Chatbot Statistics for 2018 by Jay Baer

37 Percent of Americans Would Use a Chatbot in an Emergency

24-Hour Service Is the Number One Chatbot 

Benefit Nearly Half of American Adults Would Prefer to Deal with a Human

Users Prefer Chatbots Over Apps When Communicating with Companies