COMMENT: Chatbots could be the answer to the customer services crunch

We are now a nation of sofa-shoppers as lockdown has forced the stores across the country to temporarily shut their doors and self-isolation keeps people indoors. As such, businesses are having to supercharge their ecommerce plans to respond to this sudden lurch away from bricks-and-mortar retail, which presents a series of significant challenges – particularly when it comes to customer service.
Last year, a study by Ipsos identified that 42 per cent of UK online shoppers expect their bran