Chatbots set to skyrocket – goodbye customer service

It is also possible that chatbots will also increase sales, although these will probably not be ‘new’ sales but cannibalised from other channels. One of the few things we can agree upon is that excellent customer service is everyone’s priority, no matter what arena you are in. There is talk of improvements in Natural Language Processing but it is still a long way from perfect. And right now, chatbots are harming the customer experience not enhancing it. It is, therefore, a little alarming to read Juniper Research’s prediction that AI based chatbots are set to have 22 billion interactions in retail alone, by 2023, just four years away.

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