Interview: When Chat Works Best For Customer Service
Betaworks VC Peter Rojas shares his perspective on the role of chat interfaces in customer service, including their success outside of U.S. markets
Amid rapid developments in artificial intelligence and machine learning, CX designers and strategists have been looking at chat as a way for brands to interact with their customers in a human way on a massive scale. In the right scenarios, AI-powered chat interfaces reduce friction in communicating with consumers.
A recent PSFK survey found that 74% of consumers prefer chatbots when they are looking for instant answers. As Leticia Kyoto, head of AI and emerging technology at Accentia, commented, “Customers want an answer, they want their problem solved, and if a robot is helping that to happen faster and smarter they actually do enjoy that experience.”