Bots are about to take over Customer service


By Andrei Link @Talania

To many people just a thought of contacting customer service of any organisation may be quite unpleasant. We all know the drill: you pick up the phone, dial the customer service number, and navigate through a labyrinth of automated menus, only to find yourself on hold with elevator music on loop playing in the background. Fortunately for us, enlightened businesses are looking for better solutions that will deliver a more positive customer service experience.

Bot ChatBot Customer Service

Messaging apps such as Facebook Messenger, which boasts around an astounding 900 million active users, show tremendous promise for improving customer support experience. The growth of messaging apps that has surpassed that of social networks is now allowing chatbots to become a reality. Rather than picking up your phone and being placed on hold for what feels like an eternity, you can simply open up your favourite messenger, and chat with an automated customer service chatbot. Similarly, you can place an order online without creating an account at an unfamiliar website, or navigating a complicated app. Simply talk to the retailer’s chatbot, get all your questions answered, and make a purchase hassle free.

Chatbots have huge potential in just about any industry. Airline have already started using this incredible technology, allowing users to book a flight, check flight information, and even view their boarding pass from directly inside a messaging app. In terms of customer experience, this sure beats navigating an endless and confusing list of flight times and prices from within your airline’s website. CNN and other media giants are creating chatbots to allow users to subscribe to news and receive news stories without ever opening a native app. Retailers such as Sephora are starting to use bots to sell products, and send marketing materials with makeup tips that get customers excited about the Sephora brand.

Technically speaking, there are two major factors that affect how a chatbot will be operated. These two factors are “Apps vs. no apps” and “AI vs. no AI”. A business may choose to implement a “no app with AI” model. In this case, users will interact with an automated chatbot that is operated within a messenger app such as Facebook Messenger. Similarly, a “no app and no AI” model will deliver services within a messenger app, but users will interact with a human operator, rather than an automated chatbot. Two other models, “app and AI” and “app and no AI” allow users to either interact with a real person, or with an automated chatbot. However, these last two service models will be operated out of a native IOS or Android app rather than a messenger.

Whichever service model companies choose to adopt, there is no doubt that the chatbot trend will revolutionise the way we interact with customer support, buy products and services, and engage with businesses. Say goodbye to the days of waiting on hold for hours, or navigating through complex automated menus. Whether you need to book a flight or buy makeup, you may soon be able to do all of it through the same messenger that you use to talk to your friends. At the age of the notorious “app fatigue”, messengers are becoming increasingly crucial to the way in which we interact with our mobile devices.

Here at Talania we at the leading edge of applying chatbot and intelligent assistant technologies to solving problems experienced by many businesses. If your organisation would like to talk to a team of professionals who can develop standalone single-purpose chatbots and comprehensive solution – we’re at your service!

Call Talania today on 0800 755 337 or message us @Talania for a no-obligation chat about your needs.


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