Using a chat bot for enhanced customer service

In the past, various organizations prided themselves on providing the utmost satisfaction possible when talking about customer service for their products or services. Of course, the old adage “the customer is always right” came into play for some of these organizations, but whether they make the investments necessary to truly embody that statement is a whole other discussion. You see, the drawback to investments in customer service representatives and all other investments relating to this area is that they don’t have tangible revenue increases that can be directly tied to a good customer experience.

The value provided is often peripheral, and it is difficult to measure exactly how much investment should be made to positively impact revenue without overspending in this area, where the investment becomes wasted. Organizations that don’t put quite as much of an investment in this area intentionally are deciding...