It’s often said that chatbots are most useful for handling rote, repetitive tasks like account inquiries and billing status updates, thereby freeing human agents to tackle more high-value work that requires empathy and communication skills.
However, as the technology grows increasingly sophisticated, there are a growing number of use cases where chatbots can be used to provide a whole new level of customer experience and employee experience. From chatbot-administered surveys that vastly improve the UX design and response rates to consultative bots that give customers diagnostic advice using AI-powered insights, chatbots are capable of so much more than we realize.
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