Helpful, not human

Chatbots are more than the “wave of the future” in customer service. They are in the “here and now,” allowing vendors more opportunities to engage with customers in new and different ways — and more importantly, to fulfil their goals more efficiently.

As David Cancel told us, “We’re not interested in our customers thinking, ‘Wow, that chatbot is so human-like.’ We want them to think, ‘Wow, that chatbot is so helpful and good at what it does.”

When a chatbot is “good at what it does,” then the customer walks away with a better experience for having used it.