Since their invention, chatbots have provided a customer service solution that we never knew we needed. Chatbots work to reduce the amount of customer waiting time while giving more efficient service. The most distinct advantage is the lack of need for human service; these bots solve customer issues through their programming.
But what do you do when your customers don’t like the new chatbot that you just embedded on your site? In some cases, customers prefer human-to-human interaction when they encounter problems, because they believe it to be better than a chatbot. The reasoning behind it is that the human will have more experience and use expertise to solve the issue. For a business, however, these questions can become repetitive, and may only require a simple answer.