Customer Support Chatbot

Context:
- It can analyze customer queries and provide relevant responses or solutions.
- It can integrate with customer relationship management (CRM) systems to access customer information and provide personalized support.
- It can handle frequently asked questions (FAQs), troubleshoot common issues, and provide step-by-step instructions.
- It can escalate complex or unresolved queries to human support agents.
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Example(s):
- a banking customer support chatbot that helps customers with account inquiries, transaction history, and fund transfers.
- an e-commerce customer support chatbot that assists customers with product information, order tracking, and returns and exchanges.
- a telecom customer support chatbot that supports customers with service activation, billing inquiries, and network troubleshooting.
- a legal tech product customer support chatbot that ...
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Counter-Example(s):
- a Virtual Assistant, that focuses on general information and entertainment.
- a Voice-based Assistant that primarily aids with device control and smart home automation.
See: Customer Support Platform, CRM System.

References

Web chatbot
- A customer support chatbot is a digital tool driven by automation that provides real-time responses to customer inquiries, improving customer service and experience. These chatbots can function across various platforms such as websites, mobile apps, and social media. The two primary kinds include scripted chatbots that follow predetermined rules and AI-enhanced virtual assistants that learn and improve from interactions. They are highly reliable, capable of handling high volumes of customer communication, and offer consistent customer service. Deciding on a chatbot involves evaluating factors like its intended function, the digital platforms it will be utilized on, cost, and required technical knowledge. It is beneficial to employ chatbots in conjunction with human customer service agents, ensuring their use is optimized through continual enhancements. Specific industry applications and leading chatbot providers form part of the extensive discussion surrounding this technology.