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When? I’ve used various customer service chat bots and they just point me to the knowledge base. They can’t take any actions. You have to talk to a human for th
by joshmarinacci 2y ago
When? I’ve used various customer service chat bots and they just point me to the knowledge base. They can’t take any actions. You have to talk to a human for that, and if I just wanted info I wouldn’t have contacted support in the first place.
- conradfr 2y agoThe vast majority of CS contacts don't require action, and are not through a chat bot. You don't even need to automate all the steps, an IA is perfectly capable of fetching the customer data, delivery info etc and write a decent reply, then a human agent can discard it, improve it or send it as written.