Chatbots are artificial intelligence systems, programmed to respond quickly, efficiently, and automatically to consumer interactions, such as questions and complaints about a service and/or product.
This innovative form of relationship between humans and machines started a few years ago. After all, we've already come across automated SMS messages and telemarketing calls, haven't we? But these software solutions are becoming more and more present in our daily lives, and can even take on a new form through messaging apps like WhatsApp, Facebook Messenger, Telegram, and others.
Chatbots are a great facilitator for repetitive interactions. However, common sense should be used when relying on automated responses—use them with care and moderation, and never abandon human-to-human communication when it comes to resolving any issue related to the product and/or service. After all, great customer service will always be one of your brand's key differentiators!
