Bots are artificial intelligence systems that interact with users via messaging, text, or speech. They’re being used on websites, as well as on platforms like Facebook Messenger, WhatsApp, Slack, WeChat, and more. They allow businesses to move communication with their customers or potential customers forward without human participation.
Your brand can essentially be present 24/7. That said, a bot is only as good as its programming and user input allow it to be. Additionally, bots require training.
Complete automation or AI replacement for customer service isn’t feasible at this time. However, we’ve made leaps and bounds in just a very short time.
The technology is now becoming advanced enough that bots can be used in a meaningful way, and this is expected to continue to grow.