Seven Reasons Why Chatbots Are Taking Over Customer Service

Barend Jungerius
Jul 16, 2018 · 6 min read

1. Chatbots make no mistakes, never get tired and work 24x7x365

2. Chatbots are way cheaper than call centre agents

3. Chatbots have a very good memory

4. Pro-active customer service

5. Almost half of consumers already prefer talking to a chatbot instead of a service desk agent

6. Messaging platforms like WhatsApp & Facebook Messenger already surpassed social media in usage

7. Chatbots offer multi-channel communication

How chatbots work: Natural Language Processing

Understanding intention, entities and context

Human language challenges

Asking questions

The follow up proces

Machine Learning & Artificial Intelligence

Personalization is the key to success

Create an avatar and use humor

Chatbots are no holy grails solving all problems

Tips for starting out with chatbots

Barend Jungerius

Written by

#Chatbot consultant building as a side project.

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