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The falsity of the chatbot vs. live chat debate
- paula_miranda 7y agoThat is a very interesting point. We often see discussions in this matter that go nowhere. Personally, I think that the best solution is a bot with the funcionality of human intervention. That way, It can switch to a human when the chatbot doens't understands a question, or when the person talking to it just preffers a human agent. I work in a company that offers chatbots for the hospitality industry, and we combined the live chat functionality with the chatbot because it was a demmand that we notice from some of our clients. Some hotels dones't use it, others do, specially the smaller ones. I think that this only works because of the omnichannel platform behind the chatbot. That way, the human agent can control and recieve notifications when the conversation with the bot is related to sales, for example. That way, the hotel worker can focus in the most important queries. In our company, we have the motto "humans and robot do better together". That way, we reach both the general managers in hotels and their employees of the Call Center. If you are interested to know more about us, visit us in http://asksuite.com http://asksuite.com Again, that's a honest way to approach the matter. Great text, by the way!