What is a customer service chatbot?

Responding to customer service queries can involve a lot of repetition, with identical questions being asked time and time again. Automating the process of responding to customer service questions allows your team to use their time more effectively to deliver a better and more consistent experience for your customers.

The customer service chatbot can automatically respond to repetitive queries and even scrape your website for the information needed to answer more complex questions.

Additionally, advanced AI chatbots combine machine learning and Natural Language Processing (NLP) and operate on context, not just keywords. That means your chatbot can deduce intent from responses, making it seem as if the customer is speaking to a human and providing exceptional customer service.

Unlike scripted chatbots, which require updates to function more effectively, an AI chatbot can learn the correct way to respond to a question, and over time, with more interactions, your AI chatbot will become more and more effective without the need for additional coding. Effectively, every conversation is better than the last.

What are the benefits of a customer service chatbot?

Automated out-of-hours customer service means you can offer 24/7 support, giving your team a welcome break to focus on quality interactions with your customers. It also gives your customers the peace of mind that they can access information whenever they need it without speaking to a human; something many people prefer even during office hours.

How to get started with a customer service chatbot

Whether you’d prefer a scripted chatbot or an AI chatbot, you can build it with the software offered by CM.com. Our team is available to provide the support you need to future-proof your customer engagements.