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Bài đọc · ~136 từ
AAI-powered chatbots now handle a large share of simple customer service questions for many companies, such as checking an order status or resetting a password, tasks that used to require waiting for a human agent to answer.
BThis change has sped up response times significantly for simple requests, since a chatbot can answer instantly at any hour, instead of a customer waiting in a phone queue during limited business hours.
CHowever, chatbots still struggle with complicated or emotional situations, such as a customer who is very upset about a serious problem, where a scripted response can feel cold or even make the situation worse.
DBecause of this, most companies still keep human agents available for complicated cases, using chatbots mainly to handle the simple, repetitive questions that make up a large portion of daily customer contact.