![]() ![]() Facebook Messenger will also let you know before you begin a conversation if the company uses automated messaging or not.įacebook Messenger has over 100,000 chatbots live. Helpfully, most chat platforms will give you an indication of how long it will take the brand to reply (Starbucks takes about a day on Facebook Messenger). For instance, if you sent Starbucks a message through Facebook Messenger asking when their pumpkin spice lattes will come out, you might not necessarily expect an immediate reply. Human-to-human messaging through mobile apps is a kind of ‘live chat’ which may or may not carry the same expectation of an immediate ‘live’ response. Live chat, on the other hand, involves a human at the other end of the conversation. A ‘chatbot’ is a computer program or artificial intelligence that can converse with you through text or auditory conversation. Chatbots vs Live Chatįirst of all, let’s be clear on what a chatbot is. Yet, instinctively most of us know that the hype does not match our personal experience of using chatbots, causing us to consider whether it truly is the dream solution for customer service. According to a study by Oracle, 80% of businesses want to implement a chatbot by 2020, and with the aforementioned promises, it’s no wonder. Many chatbot companies claim that chatbots can double productivity levels while slashing overhead costs and increasing customer satisfaction. NB: This is an article from Local Measureįor businesses that receive a lot of questions from customers, chatbots are a tempting solution. But do they actually improve the customer experience? ![]() Bots are becoming an increasingly popular way for businesses to interact with their customers at scale. ![]()
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