Will chatbots take over?
Customer service can make or break an experience. Chatbots are bridging the gap from those dated “virtual assistants” and the un-replaceable human interaction (you remember those, right?). AMEX took a proactive customer service approach by integrating their chatbot technology with Facebook Messenger to show real-time purchase alerts, coupled with recommendations and loyalty based content in a conversational way. Other chatbots, like 1800flowers.com facilitate customer service assistance, e-commerce functionality and can “hand-off” to a human customer service rep as needed.
The days of standard canned responses are in our rearview mirror. With advancements in AI, NLU, and the addition to massive amounts of data, these chatbots can not only reply with specificity, but they are continuously learning. In a world where experiences drive our actions (and wallets), it will be interesting to see how these chatbots evolve. I know, I know - this is a little Skynet-esque but fear not, we have a way to go before we need to worry about AI world domination.
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