Access and Feeds

Chatbots: Interactive Customer Service Algorithms

By Dick Weisinger

Chatbots are gaining popularity as the technology improves and as customers increasingly expect to get immediate and consistent responses to their questions and interactions.

Many businesses that want to be able to provide 24×7 support have deployed or are experimenting with using voice and browser-based chatbots.

Forrester Research found that more than 60 percent of US adults interact with a voice or web-based chatbot on a regular basis. Gartner predicts that by the end of 2020 that chatbots will be able to handle 85 percent of customer interactions.

Lauren Villeneuve, advisor at Gartner , said that “while bots and VCAs are still emergent technologies, many service leaders have been impressed with their potential. As a result, we are seeing more adoption of these technologies into service technology portfolios. Service organizations that are integrating these technologies — both customer-facing and rep-facing systems — into their operations are using innovation and progressive strategies to ensure the success of the technology.”

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