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Anna Zapletalova

What do you think about AI chatbots for customer service?

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Do you see them as a replacement for human interactions, or a valuable tool to improve the overall experience? What functionalities are most important to you for AI customer service solutions?

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Joseph Walker
AI chatbots can definitely improve customer service efficiency, but shouldn't fully replace human interactions. Look for ones with strong natural language abilities, context understanding, and integration with knowledge bases. Personalization and hand-off to human agents for complex issues are key functionalities to prioritize. Don't forget the human touch!
Hoang Tran
@josephwalkeri just out of curiosity, have you ever used one?
Guilherme Moreira
It depends on the service I'm in need of support for. Let's say, if I need to return a purchase and just wand instructions on how to do it, I wouldn't mind talking to an AI chatbot. But for something like an accounting service for my company, I would consider talking to a human instead. I say AI is a valuable tool to improve the overall experience. Thinking about functionalities, it's always nice to have the option to talk to a human if needed.
Hoang Tran
@guilherme_moreira86 agreed. Do you often use AI chatbots on consumer websites?