Trend #4 Get Chatbots Right!

Michiel Gaasterland
Mar 12, 2020 Michiel Gaasterland

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.

Artificial Intelligence and the eCommerce customer service conversation: what NOT to bot!

Michiel Gaasterland
Dec 11, 2018 Michiel Gaasterland

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.

Artificial Intelligence and the eCommerce customer service conversation: what to bot!

Michiel Gaasterland
Nov 22, 2018 Michiel Gaasterland

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.

Robots Can’t Care: Humans and Empathy in Customer Service

Michiel Gaasterland
Sep 24, 2018 Michiel Gaasterland

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.

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