The world today is experiencing the magic of artificial intelligence and the customer service industry is no different. AI in customer service has been seen in the form of chatbots that are well equipped with conversational software to help navigate customer queries and has evolved to do so much more in recent years.
Are chatbots better than people at scaled communication?
This question has a myriad of objective truths hidden behind it. We’re all witnessing the wave of automation in customer service. Industry leaders are now forecasting advanced AI-powered responsive chatbots to take over at scale like never before. Gartner suggests that 47% of organizations will use chatbots for customer care and 40% will deploy virtual customer assistants(VCAs).
