Chatbots and humans: Can’t we just get along?
Summary
While bots are being touted by some as the next big thing for handling customer service needs, chatbots are not sufficiently equipped to serve as the complete answer to a brand’s growing requirements. This is because when companies use bots to determine if a review is fake, they typically only rely on things like IP Addresses, which can easily be masked. For example, a chatbot should be employed for tasks like tracking numbers, understanding the nature of a problem, locating the status of an order, sharing an account balance, or something equally straightforward. It will be some time before chatbots replace humans in any instance when the ability to comprehend and respond to emotion are important factors. Human interaction and moderation is necessary to ensure maximum consumer satisfaction, especially in the retail industry, where there’s often a need for empathy and an outside-the-box solution.