Customer support specialists will be fully substituted by AI chats in 2018

29 December 2017
Customer support specialists will be fully substituted by AI chats in 2018

An online publisher VentureBeat has presented the results of the poll on the Americans’ attitude towards AI chats: 9 out of 10 people prefer an AI chat instead of the conversation with a customer support representative.

As the analysts predict, the organizations will be actively working on the introduction of these apps throughout 2018. This move is necessary for the improvement of communication with the existing network of users, customer acquisition, and the personalization of dialogs between bots and humans.

Apple, Facebook, Google, and Amazon launched own chatbots in 2017. Their ambition for 2018 is making AI the major tool in communication with customers.

Examples of services

Customer Chat by Facebook – a plugin that a company can download on its home website to communicate with a user. If a client leaves the platform, all the message history remains saved. If needed, the dialog can be continued via a specially designed app on the mobile phone.

Business Chat by Apple – a chat for messages exchange between a company and clients. It offers a function of request processing, meetings planning as well as payment transactions processing. Everytime a new function appears, the service iMessage becomes a more powerful tool and an ultimate analog of the feedback common means on the brands’ websites.


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