Is A Real Person Answering Your Customer Service Question?

October, 2017

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? 

What's a Chatbot? 

photo credit to ASI Central

A chat bot is a form of Artificial Intelligence (AI). It's something that is being used more and more in marketing and customer service at companies like Shopify, Nordstrom, and Facebook.  

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. 


Topics: Marketing

Rich Mistkowski

Written by Rich Mistkowski

Full time dad & business owner. I write about things that I think will be help you with your business marketing or sales efforts. When I'm not working, I'm driving around 2 very special kids who are my world. I have a son with Down syndrome & a teenage daughter who is a pretty good softball pitcher, so from time to time, you may see something about them. Just because. If you've got comments or ideas, please feel free to leave them. If you have a project that we can help with, please give me a call or send me an email. Thanks for your time and consideration.