‘It makes a huge difference to customer experience’: the rise of the chatbot

Chatbots are getting better at helping customers with specific inquiries, leaving agents free to deal with more complex requests, writes Duncan JeffriesSimple questions are the bane of the lives of many customers and call centre agents. Having to wait in a call queue to find out a company’s returns address or your contract expiration date, for example, is a frustrating experience. And for call centre agents, these interactions can be repetitive and dull – a job more suited to a machi