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Chatbots for Customer Service

Chatbots for Customer Service

In recent times chatbots are becomig a core component of the customer service experience. As customer service switches to become almost entirely digital, chatbots will enhance chat conversations by helping us humans with microtasks through automated replies.

However, it is unlikely that these chatbots will replace humans entirely! Chatbots now have features such as natural language processing and are being improved upon each and every day. But engineers are still working tirelessly to improve chatbots and make artificial intelligence learn quicker with less data.

As more and more companies come to embrace the modern way of providing customer service -- online and through social media -- rudimentary and basic chat functions between humans will become a thing of the past, according to experts operating in the field. It wasNorstrom Rack that led the chatbot revolution by introducing an automated shopping assistant, who, reportedly, in less than two years helped over one million customers to find the gift they were looking for.

So what does the future hold for Customer Service and Chatbots

With the explosion of chatbots and virtual assistants that is taking place, you should expect to see chatbots becoming more common and beginning to work seamlessly alongside human customer support agents, to provide customers with efficient responses which solve basic queries.

The global chatbot market is expected to reach $1.23 billion by 2025, which is a compounded annual growth rate of 24.3%. Plus,  more than 25% of the world's population will be using mobile messaging apps by 2019.

By 2029, it is expected that chatbots will become indistinguishable from humans - a scary thought indeed! At present, there are around 30,000 chatbots on Facebook and this number is growing. Although we can usually tell when we are dealing with a chatbot, it is a strange thought that one day, we may not be able to tell the difference between a chatbot and a fellow human being.

If you want to learn more about chatbots, check out this infographic below which is packed full of interesting information for you to sink your teeth into.




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