More and more, customer service is moving towards SMS. And it makes so much sense.
It's a great way to get a question answered quickly or to get an update on the order that you recently placed. But I have a question for you.
Was the text message from a real person or from a Chatbot?
Think of a chatbot as another potential employee. In it's simplest form, it seems to me to be FAQ's on steroids. It can go in any number of directions and answer questions from customers that may be asked over and over again.
I was at Hubspot's Inbound 2017 last week and chatbots were a recurring theme. I heard about the AI technology over and over again. Customer service is only 1 application. There are so many other ways that they are being used by businesses.
I'm not quite sure how it will all play out, but the next time you text or message your favorite company, your response might very well be from a chatbot.