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.
Published by Fred Zimny
A management executive for over 25 years. Successfully managed transition programs and front office operations within numerous Dutch companies. Into service design, service management and service innovation. Expertise: Service design Service economy Service innovation Service marketing Service management View all posts by Fred Zimny