Chat bots are becoming all the rage in online customer service, however, before boarding the bot boat, there are several perspectives companies should consider.

National Australia Bank in June will start trialling technology where chat-bots or what NAB calls "virtual agents" handle customer requests online -- a task handled by call centre agents today.

Customers contact companies regularly to purchase products and services, inquire about orders, make payments and request ...

Bots can help with customer service. They can gather information for the eventual interaction with a human rep, understand exactly what happened and what the consumer wants and even be empowered ...

A typical Facebook Messenger conversation with Sephora's customer service bot. Facebook Leveraging its vast amount of user data, Facebook opened up its messenger platform to developers and ...

It's time for a reality check. Chatbots are killing customer service. Obliterating it, maybe. If you're a customer, you probably already know that. The computer programs that conduct clumsy ...

Certainly, chat bots deliver a ton of genuinely innovative functionality, and they reflect our increasing preference for self-service customer service. The Bot Phenomenon ...

The bot-assisted agent model requires a phased rollout process into the customer service organization. Human agents must feel supported, rather than threatened, by the chatbot technology.

Parcel delivery firm DPD have replaced their customer service chat with an AI robot thing. It’s utterly useless at answering any queries, and when asked, it happily produced a poem about how ...

Memo to executives: customers hate the new chatbot you just embedded on your site. I know, I know. Customer-facing bots are so darn efficient compared to humans. Plus… AI! Isn’t AI supposed to ...

So tell us your customer service and your chat bot experiences - from the amazing to the awful. Email us now - [email protected], and leave a number so we can call you back. And after 11am on ...

One use for AI is for customer service, with some GM dealers offering AI-enabled chat bots on their websites. Hilariously, one user recently managed to trick a dealer chat bot to agree to sell ...