Rambli Just my thoughts…

What the Bots Don’t Have?

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Humour.

Appreciation.

Comfort.

Understanding.

Consideration.

Wrapped up into one word, Empathy.

If the goal of your chat bot is to collect information to route to an agent, save yourself the time and money and add a front-end form to your chat application collecting this data and then route that customer to an agent.

Bots aren’t time stallers, waiting for an agent to become available, they are collectors of information.

But if your customers are looking for any of the above based on your business model and how you project yourself to interact with them, then they are probably not for you.

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Greg Thomas

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Rambli Just my thoughts…

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