When customer experience (CX) leaders or consumers talk about AI in customer service, chatbots are at the forefront of the discussion. But chatbots aren’t producing the success metrics they should be—at least not yet.
Chatbots and voicebots interact with customers on websites, in self-service channels, over SMS, or on phone calls. Chatbots are software automation programs that may or may not use AI, but nowadays, most companies opt for AI to interpret information, boost productivity, and even make recommendations that drive revenue. Chatbots can respond using decision trees or pre-programmed information (non-AI), or they can leverage machine learning to generate responses that adapt to the situation, content, or requests.