Chatbots re-emerged in popularity upon the introduction of WeChat in China. The first chatbot (called ELIZA) was developed by MIT professor Joseph Weizenbaum in the 1960’s. Messaging apps, such as Facebook Messenger, Kik, and Slack.Virtual assistants, such as Apple’s Siri, Amazon’s Alexa, and Microsoft’s Cortana.What is a Chatbot?Ī chatbot is a form of artificial intelligence that mimics human speech via audio or text. This can pose a problem to both large and small businesses who either receive a large volume of messages every day or cannot be online 24/7. In fact, 56% of customers would prefer customer service issues being handled over chat than by phone and expect businesses to respond to them within 5 minutes.īut, as many as 93% of businesses do not follow the “5 minute rule.” A response delayed by just 5 minutes can cause a 400% decrease in odds to qualify a lead.
Today, many barriers between customers and brands have broken down thanks to social media.Ĭurrently, more than a billion people message businesses each month on Facebook. Previously, if a customer had a complaint, it could be a burden to get in touch with someone who could help them. In this age of social media, communication between brands and customers has never been more open.
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