Chatbots: Like a cold shower in the middle of the Canadian winter
Chatbots are all the hype! Given the cost of call centers, the popularity of live chat and the fact that the communication passes through computers on both ends, it makes sense that businesses would want to provide automated support to their current or future clients.
Bots may be the future, but so far my experience as an implementer and as a user has felt like taking a cold shower in the middle of the Canadian winter. It’s been highly unpleasant.
As statistics about customer satisfaction of bot support are anecdotal to non-existent, the quest for answers has lead me to look at why people prefer chat over other channels. From there, we can draw a few conclusions about what’s missing, and what it means for the future of bots.
What will it take to make bots feel like a cup of hot chocolate in front of a fireplace, after a couple of hours of shoveling snow in the cold Canadian winter?