Chatbots are hot right now, but not the very first step for brands to enter the chat space in customer service.
More and more people interact with brands via chat. Today more than 1 000 000 000 messages are exchanged between people and corporations only on Facebook Messenger. The more people want to interact with brands on chat, the harder it is for companies to keep up with answering the messages. They just simply can’t scale their chat center teams to keep up with the trends.
This is mainly why 80% of companies want to use chatbot solutions by 2020 according to Oracle. Chatbots are sexy right now, but brands should not jump blindly into chat automation. Chatbots were hyped to be a great way to automate conversations, but experiences from the last year proved, that chatbot technology is not yet there to manage complex conversations.
Chatbots are great for simple purpose driven tasks like ordering pizza and Uber or buying plane tickets.
When it comes to solving problems of customers, brands can’t afford the risk to fail due to some poorly programmed chatbot.
My advice for brands who want to experiment with chat automation is to slow down a bit and approach the topic in a prudent thus carefully planned way. Start with human (customer) to human (customer service agent) chatting, learn from conversations and start to automate the most repetitive topics.
At Chatler.ai we believe that the road towards chat automation starts with human and AI cooperation. Chatler augments the capabilities of human chat agents, by recommending responses for user requests, and learns from their interactions. Chatler is the first step towards chat automation without risking #chatbotfails.