Despite the proclamations of enhanced customer experience, much of the interest and deployment of chatbots today is driven by cost savings. Customer service departments and the CFOs that approve their budgets have an opportunity to significantly reduce HR costs and add a new service that also has the prospect of being a revenue generator.
However, there are good reasons why large companies replacing human customer service with an automated customer service agent should consider chatbot projects as brand and customer experience initiatives first, and not simply a software roll-out.
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by Carrington Malin
Carrington Malin is a UAE-based marketing and communications professional, consultant, entrepreneur and writer with many years experience of building brands, driving growth and leading high-performance teams. He has worked with a wide range of high-growth, technology and tech-driven ventures across ecommerce, consumer products, digital services, B2B, media, software, hardware and other sectors. These days he focuses mainly on emerging technology ventures related to artificial intelligence (AI), augmented reality (AR) / virtual reality (VR), blockchain, drones, Internet of Things (IoT), robotics and smart cities.