ブログ

But staffing customer service departments to meet unpredictable demand, day or night, is a costly and difficult endeavor. Naturally, timely or even urgent customer issues sometimes arise off-hours, over the weekend or during a holiday. And if a user is unhappy and needs to speak to a real person, the transfer can happen seamlessly. The terms chatbot, AI chatbot and virtual agent are often used interchangeably, which can cause confusion. Artificial intelligence can also be a powerful tool for developing conversational marketing strategies. Chatbots can handle real-time actions as routine as a password change, all the way through a complex multi-step workflow spanning multiple applications. Artificial intelligence (AI) chatbots are apps or interfaces that can carry on human-like conversation using natural language understanding (NLU) or natural language processing (NLP) and machine learning (ML). A chatbot can also eliminate long wait times for phone-based customer support, or even longer wait times for email, chat and web-based support, because they are available immediately to any number of users at once. Often considered conversational chatbots, or virtual agents, these AI- and data-driven chatbots are much more interactive and aware. Declarative, or task-oriented chatbots, are most common in customer support and service, and are best when answering commonly asked questions like what the store hours are and what item you’re returning.

posted by ufo9 2025-12-31 07:20:32.497259