General Customer Experience & Contact Center FAQs
What is a chatbot?
A chatbot is an AI-powered virtual assistant designed to handle routine customer inquiries, provide instant answers, and deliver consistent support across digital channels.
How do chatbots work?
- AI-driven conversations: Leverage Natural Language Processing (NLP) to understand and respond to customer questions
- Self-service enablement: Allow customers to resolve issues independently without human intervention
- 24/7 availability: Provide round-the-clock support across web, mobile, and messaging platforms
- Seamless handoffs: Transfer complex interactions to live agents with full context when needed
Why are chatbots important in CX?
Chatbots reduce wait times, improve response speed, and deflect routine queries, freeing agents to focus on higher-value interactions that require empathy or expertise.What benefits do chatbots deliver?
- Faster resolutions for common inquiries
- Improved customer satisfaction with instant responses
- Reduced operational costs through automation
- Enhanced scalability during high-demand periods
