A lot of companies are looking into the possibilities of a chatbot. Many people believe, and I am one of them, that chatbots will be a new channel for a lot of companies and that consumers will use this channel more and more. In this article I will not go into details why I believe this or why it is important to have self-service channels, in this article I want to prevent you from creating another silo.Chatbots, or as some people prefer to talk about them as virtual agents are used to provide a self-service channel to consumers to interact with a brand in a chat-like interface. Basically, it should offer the same experience to our consumers as if you were having a conversation with a service agent or an instore sales rep.

Read all: Hey Chatbot, how can I avoid another silo? | Robert van de Steeg | Pulse | LinkedIn