Chatbots are transforming front-facing services for businesses of all sizes, from large private companies to charities and government bodies. They can rapidly respond to large volumes of customers simultaneously, reducing strain on human agents and potentially reducing cost-to-serve levels by up to 30%. Chatbots can also provide 24/7 availability, meeting the demands of customers who want to be able to access support outside of standard business hours. However, implementation mistakes can lead to customer frustration and damage to the customer experience. It's important for brands to carefully consider the role chatbots will play in their customer service strategy and to ensure they are implemented correctly.
