AI and automation have become the business linchpins to drive successful conversations online. So much so that, a recent survey found that chatbots rank in the top three most preferred ways to contact companies for a question or complaint. Furthermore, users expect companies to respond to queries 24/7. Automating the customer service process with chatbots can make that happen. However, a great deal of work goes on in the background to provide the customers with a seamless user experience via chatbots. Some architectural questions like deciding to purchase a modular chat solution or choosing to build an in-house chatbot right from scratch are critical to the success or failure of the chatbot. This blog post elucidates 6 important factors that leaders must analyze before buying or building their customer service chatbot. Read More