Was 2018 the year of the chatbot? Or at least the year they started to become a lot more commonplace in customer service? They’ve become such a routine service channel, I am now more surprised when I visit a customer service website that doesn’t have a chatbot available.
Over the last few years, advances in chatbot technology have made them significantly easier to deploy and much more effective. They are available anytime and on the customer’s device of choice. They can quickly address common issues, taking the burden off the contact center and allow agents to focus on more complex issues.
