There will always be a place for agents to field customer queries, whether on the phone, via email or on chat platforms. However, relying on agents to attend to all customer queries is not scalable and more importantly very costly. As a result, scaling good customer experience demands the ability to offer customers the option of self-service.
Self-service in the form of chatbots can enable your customers to interact with your company 24/7 and get immediate responses. This improves the customer experience, drives down costs and increases revenue.