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The Impact of Chatbots and AI on the Customer Journey

In recent years, there has been a growing trend of AI and Chatbots in the customer service industry. Some would complain that this trend has seen the loss of human jobs to chatbots. Others would rightfully point out that these chatbots have freed up the human service agents to take on more serious questions and inquiries.

Companies should employ AI and Chatbots to handle routine or basic questions about their products. This can expedite the solving of the problem without having the problem clog up an actual agent’s queue. This can be especially maddening when the problem is easily solved within a minute or two of chatting with the customer.

Having agents free to take on non-basic questions and situations can benefit both consumers and companies to improve their customer service along with all levels.