One of the main advantages of the chatbot is its speed of response and his 24/7 availability. Still, it’s not about replacing your customer service. Although based on artificial intelligence, it is not able to do everything! Especially since he is not endowed with emotional intelligence.
The chatbot must serve as a support and additional point of contact to respond to simple requests with low added value. Thus, your advisers will be able to concentrate on requests with higher added value.
A chatbot can seem inhuman, hence the interest of mobilizing personalization with your tool. It is possible to name your chatbot, and to send personalized messages to chatbot users, especially when it is already one of your customers.