How does ChatBot improve customer experience?
Perhaps most importantly, ChatBots bring speed and scale to your customer service. Unlike human agents, ChatBots can handle thousands of conversations simultaneously and can be available 24/7, giving customers instant responses and always-available answers.
ChatBots are in essence automation decoyed as human conversation, or rather, automated programs that can simulate a human conversation. The bots use natural language processing (NLP) to understand human communication in the accurate context and provide relevant answers to questions. From the customer’s point of view, they’re speaking to an actual human being, or at least, so it seems.