Service bots may address the frustration presented by chatbots
have proved quite hit or miss, with people often left frustrated with the lack of response they receive or indeed the inability to resolve an issue.virtual agent developer CLEVVA
“When it first became clear that chatbots might be useful to the world of business , many organisations vastly overestimated what they’d be capable of. In their minds, they were getting a like-for-like replacement for human customer service agents. Chatbots, the thinking went, would be able to resolve customer queries completely unassisted,” notes Falkenberg in an op-ed sent to Hypertext.
The role that service bots can play is in the identification of the problem, which is something that chatbots are said to inherently struggle with and ultimately leave customers frustrated. “That’s important for two reasons. The first is that it ensures that you start in the right place… The second is that you’re adding the capability to analyse a problem and come up with a relevant solution. Most chatbots don’t do that,” he continues.
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