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BEST
PRACTICES
&
STRATEGIES

Develop chatbots with

AI-controlled platforms

Besides product and brand image, customer service Expertise instead of programming
has as well a significant impact on a company's
reputation. That’s why the customer service department When it comes to creating new customer experiences
plays a central role in every customer-oriented or automating processes in practice, IT or other
company and bears great responsibility for creating departments are primarily concerned with finding
satisfied and loyal customers. solutions. However, the specialist knowledge and
expertise on how to communicate correctly with
In a digitized world, where consumers expect the best customers can be found in the customer service
possible service as quickly as possible, at best via their department.
preferred channel, this is a real challenge, especially in
view of the continuously increasing volume of news. For a long time, the development of chatbots was too
complicated for people with no technical background
As a result, modern customer service employees are and programming knowledge. However, new chatbot
constantly faced with new tasks or processes that they platforms have the potential to close this gap: the
must adapt to withstand the growing work pressure. evolution of innovative chatbot platforms has made it
However, customer service representatives are often possible to develop a chatbot without specific
overlooked when it comes to finding solutions to the programming knowledge; their user-friendly interfaces
challenges of a sustainable customer experience. And make it possible to build and even implement a chatbot
this is exactly where user-friendly chatbot platforms can just within a few days.
ensure that service staff are involved in finding
solutions. If at the beginning of the year, there was a shift from
the development and management of chatbots by

February 2020: Automation & AI: accelerator in digital marketing 24