Chatbot usage has become the everyday norm for most customers, with 67% of us using chatbots within the last year. So why are chatbots so integral to customer service? And what is it about customer service chatbots that consumers favour over other channels?
A chatbot is a software application primarily used by businesses to facilitate customer service. Unlike agent-assisted contact channels such as live chat or telephone, chatbots rely on AI to resolve customer queries. The tool that enables human and machine interactions has become increasingly popular over the last decade, often acting as customers’ first online port of call, but how did the chatbot become so sought after?
The first chatbot, ELIZA was created in the 1960s before the term ‘chatbot’, or its predecessor, ‘chatterbot’ was invented. ELIZA was an advance in computer science but was not made with the intention to assist customer service.
Following ELIZA, there were several failed attempts at producing an effective chatbot including the likes of Cleverbot and Tay AI. What these bots had in common was unregulated training data; the way in which they ‘learnt’ was from the information fed to them by their users – the public – opposed to being configured by professionals using benchmarking and objectives. The result of which led to Tay AI’s termination following a spurt of offensive views it shared on Twitter.
Today we are familiar with a different type of bot – the customer service chatbot. Unlike other chatbots whose purpose was simply novelty – to be played with and to provide entertainment – the chatbots we are used to today are there to provide help, automating customer queries, providing good CX and subsequently helping customer service teams.