The short answer: yes and no. Chatbots are often touted by chatbot developers and tech bloggers as a replacement for customer service agents. They’re not. There’s still a lot they can’t do, at least for now. On the other hand, there are also many who claim chatbots are just a hot trend that will eventually go away and not worth investing in. The truth is somewhere in between these two extremes. Chatbots can benefit your business and are certainly worth looking into but you need to have an understanding of what they can and can’t do because they can only benefit your brand if you’re using them in the right ways.
Think complementary and not replacement
Chatbots can’t replace your customer service team or your secretaries because they can’t do everything that humans can do. On the other hand, there are some tasks that chatbots are better equipped to handle. Chatbots are ideal for automating the more simple and mundane tasks that customer support staff and secretaries are usually asked to handle. Find ways to help chatbots reduce the workload of your employees rather than trying to reduce payroll by eliminating positions.
Things your chatbot can do
The best chatbots are ones that are programmed to handle a predetermined set of very specific tasks. This allows you to better focus on programming a chatbot that can effectively handle those tasks. First time chatbot developers that try to do too much with their chatbots end up with a chatbot that is easily confused and very unhelpful. Leave the advanced AI bot development to tech giants and let your chatbot stick to handling simple tasks. Examples include:
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