The past of customer service is the complex phone system where you select a number from a menu, and they automate some tasks (like paying your bill, etc.) and sometimes you end up talking to an agent.
But the youngest generations hate talking on the phone and audio is a terrible medium for a menu. A chatbot can provide similar functionality, but you've got the ability to provide a much richer interface, and when you end up with an agent, they'll chat instead of talk on the phone.
As chatbots get better and better at performing actions, you'll have to talk to fewer agents, and waiting on hold will hopefully be a thing of the past
The past of customer service is the complex phone system where you select a number from a menu, and they automate some tasks (like paying your bill, etc.) and sometimes you end up talking to an agent.
But the youngest generations hate talking on the phone and audio is a terrible medium for a menu. A chatbot can provide similar functionality, but you've got the ability to provide a much richer interface, and when you end up with an agent, they'll chat instead of talk on the phone.
As chatbots get better and better at performing actions, you'll have to talk to fewer agents, and waiting on hold will hopefully be a thing of the past