AI hype fools a lot of the people a lot of the time. Many still claim AI is revolutionising customer service in every aspect — including powering chatbots to handle all manner of complex customer conversations with ease, replacing humans as they go.
In What to Bot, the first of this two-part mini-series, we cut through the AI hype and ended by offering a simple formula to help you decide whether to bot or not. Overall, the answer was a resounding, yes!
But not everything that can be botted should be.
AI and chatbots have been such a huge topic for us and our customers at ROBIN this past 12 months that we’ve put together a two-part, deep-dive blog post in which we will help you:
- Cut through the BS around AI and chatbots;
- Figure out what to bot and what not to bot; and
- Win at customer service in a future that will be dominated by those who get the best out of both tech and humans.
After a look at how chatbots are doing on the empathy front, we share six tips to help your team have more empathic—and therefore more successful—service conversations.