Chat Bots requires a level of pre-populated AI. This may potentially be the first point of contact when initiating a click to chat session, customers are able to interact with "virtual servicedesk analyst" to resolve their issues without even initiating a screen sharing session with a "real" agent. The appeal of this chatbots feature lies with the AI versatility, by providing this option for our RS customers, this can be a great backup for real employees, as an alternative to the current "queue waiting", they have to appear real. If the chatbot is low quality and the customer can tell it’s not human-like, the result may be damaging customer experience.
|Submitter Name||Eugene Zhang|