courier-magazine-issue-17-workshop-chatbots

Retail Workshop

Will chatbots take over customer service?

The benefits and limitations of chatbots are a major talking point in retail. Retailers have been using rudimentary artificial intelligence software to replicate the kind of human interactions that people are used to having over the phone to a call centre. Facebook in particular has been shouting about how chatbots are a game-changer for customer service, and is already integrating …