Chatbots are frequently derided as glitchy and inconveniencing to customers, but as the technology grows increasingly sophisticated, so does its value proposition. CX pundits often regurgitate that the best function of a chatbot is to handle rote, repetitive customer questions like FAQs and order status requests so that human agents can handle the complex scenarios like technical troubleshooting, but that grossly oversimplifies what chatbots can do.
In fact, there are a rising number of use cases where chatbots can process queries more effectively than a human ever could given their ability to make split-second decisions using data to provide a personalized customer experience.
Chat used to be limited to a pop-up window triggered when a visitor first lands on the company's homepage, but given the nature of asynchronous messaging through email, instant messaging and social media, where communication between brands and customers happens on and off as and when the customer needs it, companies are under increasing pressure to scale chat capabilities in multiple channels. Arguably, the first wave of chatbots was designed to do just that- scaling chatcost-effectively, but without consideration for UX design.
Today, chatbots are deployed not only as a value-added user experience for the omnichannel customer, but also as tools to simplify the employee experience on the backend.
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