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Customer service: Is it useful to use a chatbot for my PYME?

Updated: Apr 5, 2023

Chatbot innovation has been one of the most prominent areas of customer service innovation.

Chatbots are computer programs designed to interact with customers via chat and provide quick and accurate answers to their questions.

They are used in a variety of industries and sectors, from financial services to healthcare and e-commerce.



Technological advantages

Chatbots can be programmed to answer common questions, provide information about products and services, solve problems, and provide personalized recommendations to customers.

In addition, they serve to help companies reduce costs and improve efficiency by automating customer service processes and freeing up time for customer service representatives to focus on more complex issues.

Innovation in this sector has also led to the development of more advanced and sophisticated chatbots.


For example, AI-powered chatbots can learn from customer interactions and improve their ability to provide accurate and personalized responses.

They can also be integrated with other technologies, such as voice recognition and biometrics, to provide an even more personalized and efficient customer service experience.


Human interaction

However, while chatbots can be a valuable tool for customer support, it's important to remember that they can't completely replace live customer service representatives.

Sometimes customers need to speak to a real person to resolve issues or make specific requests.

Therefore, companies need to ensure that their chatbots are designed to refer customers to a live customer service representative when necessary.

In short, chatbot innovation has led to the creation of powerful and efficient tools for customer service.


To see published note here.

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