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How chatbots can optimize customer experience (CX)

April 23, 2019

Imagine a customer service experience where the business representative is always available, friendly and equipped to handle any inquiry you send their way. While this might seem too good to be true, today it’s a reality for many businesses.

Chatbots are an artificial intelligence-powered technology designed to engage in conversation with human users over the internet. They have quickly taken over customer service functions for a growing number of businesses. In fact, analysts from Gartner predict that by 2020, 85 percent of all customer interactions will be handled without a human.

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