4 important considerations for using chatbots in customer service.

If you’ve ever said, “Hey, Alexa,” or asked a question starting with the phrase, “Ok, Google,” you’ve engaged with a chatbot. While simple chatbots in customer service can return canned responses to inquiries, artificial intelligence (AI) and machine learning are powering much more sophisticated (and much more human-like) support.

Because they are always on, chatbots in customer service can engage with and support your customers 24/7. And while they’ll likely never fully replace human agents, when implemented thoughtfully, chatbots used in tandem with live agents can help you deliver seamless end-to-end conversational experiences that your customers will rave about.

What you need to consider when implementing chatbots in customer service.

To ensure your chatbots are working as hard as they should for your company, be sure that you address these considerations when implementing chatbots in customer service:

A good memory

The most successful salespeople connect with buyers in a meaningful way. Ensure that your chatbot is able to access and “remember” past interactions with the buyer and use that information to provide more personalized service.

Know when to say when

Even the most sophisticated chatbots in customer service can’t fully address every question asked of them. Customers with complicated situations or sensitive issues (like an insurance claim or medical concern) may prefer speaking to a live agent. Be sure your chatbots are set-up in a way that allows for a smooth and seamless transition to a live agent when appropriate.


While advances in technology are sure to only improve the human-like capabilities of chatbots, it’s important to make it clear to your customers when they’re engaging with a chatbot and when they’re texting, typing, or speaking with a real person.

Your brand

You want every interaction prospects and customers have with your company to align with your brand, and your chatbot is no exception. Be sure your chatbot’s personality and voice align with your overall brand.

How can NICE help you leverage chatbots in customer service?

NICE has partnered with Google Cloud to bring its AI expertise into the CXone contact center. By enabling rich conversational experiences, businesses of all sizes have the opportunity to delight their customers with convenience and personalization – and many are discovering how AI helps deliver the kind of experience that’s worth raving about.

Any digital channel

Your customers are trying to reach you for service on digital channels – even if you’re not there yet. How many SMS text messages go to your call center phone number with no response? Who’s trying to find you on Facebook, Twitter, or WhatsApp and not finding you? Now with CXone it is easy to provide digital-first omnichannel service in all the channels your customers expect.

  • Personalized digital interactions: deliver native experiences in each of 30+ messaging channels, such as rich media, emojis, and other collaboration tools.
  • Simple to Activate: pre-integrated channels make it easy to offer to customers and agents.
  • Easy to Say “Yes”: simple packaging removes barriers to offering all channels to customers and agents.
CXone digital channel
Empowered agents

CXone empowers all your agents to deliver a true digital-first omnichannel customer experience by simultaneously combining all customer interactions in one intelligent inbox across multiple digital channels and voice for agents to select ("pull"), while dynamically prioritizing the most time-sensitive or real-time interactions according to service levels ("push"). All delivered in a single application – complete with full customer context, journey history, and sentiment.

  • Single Interface: one inbox for all digital messaging and real-time (voice/chat) channels – retaining native experience of each messaging platform.
  • Agents in Control: ‘pulling’ work in natural flow, while dynamic prioritization maintains SLAs – and prevents ‘cherry picking’.
  • Customer Card: full customer context, journey and conversation history, plus sentiment.
Holistic management

With CXone, omnichannel interactions are managed holistically, from agents to supervisors and beyond. Integrated workforce optimization, analytics, automation and artificial intelligence across digital and voice interactions ensure complete management across contact center operations.

Related resources
Case Studies

Best Practice: The Power of a Digital First Contact Center

Your customers have different preferences in how they want to contact your business. Hear from NICE customer, ESCI on how opening digital channels transformed their contact center, improved agent productivity and drive down costs for their contact center.