Eleviant Lunch & Learn, Mar 15 – 2018

On March 15, we hosted a ‘Lunch and Learn’ session about Chatbots for customer service. The event titled – “From Hype to Reality to Required – Chatbots for Customer Service” was not just because of the number of Chatbots being implemented, but the speed by which the growth has occurred. Companies know they have to handle today’s consumer differently and they’ve realized that deploying Chatbots is one way to give customers what they want and improve customer service.

During the very candid session, there was an interaction between the attendees. Our goal was to educate, show real examples, and help the attendees envision how Chatbots could help improve customer service in their company. We talked quite a bit about what a Chatbot can and can’t do. There has been much discussion about the impact Chatbots can have on jobs. But, it is clear that Chatbots in combination with a human customer service team can together deliver a better customer experience, without jeopardizing jobs. If anything, they can help customer service agents engage in more interesting requests and more value-add responses to customers, while Chatbots can provide instant answers to many questions that customers want immediate answers to.