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Thursday, December 14, 2017

Chatbots as Customer Service Reps

Overview on the concept of retail chatbots.   This time of year you have probably encountered a few.  Key is doing it right. It is not easy to do them well. Participating in some design. 

Will chatbots replace customer service reps?
by Guest contributor  Retail TouchPoints staff ... in Retailwire

Undoubtedly, chatbots, both text and voice-rendered, will replace a large majority of customer service representatives.  - Shawn Harris

Through a special arrangement, presented here for discussion is a summary of a current article from the Retail TouchPoints website.

Chatbots — AI applications that simulate human conversation — are becoming more pervasive in online and mobile customer service, and acceptance of them is growing: 55 percent of American consumers and 65 percent of Millennials report that they want chatbots involved in the process. In addition, 20 percent of consumers say chatbots in general are definitely making things better, while 40 percent say chatbots are helpful but not yet living up to their full potential. .... " 

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