There’s been a lot of chatter about chatbots, but the concept of a chatbot is really nothing new. Over the last 50 years, the chatbot has significantly evolved with greater accuracy and diversity of use cases across industries. But at face value, a chatbot is a computer program that simulates human conversation. Chatbots can be auditory or text-based, with the latter becoming increasingly popular as seen on platforms like Facebook Messenger and for companies with web-based sales and support.
Considering that most people dread contacting customer service, this isn’t exactly a high bar to surpass. That, combined with the fact that customer service chatbots are much more mature and ready for deployment than many other forms of human-like AI, makes chatbot implementation a no-brainer.