Preparing to use bots in your customer care organization? Confused about what a bot is and how one works?
Is the robot army marching toward us? Maybe? Probably! As customer service professionals, we’ll need to know how bots can help us serve our customers better (and how they can’t).
Ready to school yourself? Here’s a reading list that will help you get up to speed on how companies are using bots and how a bot might fit into your service offerings.
One favor to ask: If you have read (or created) a great piece on bots in customer service, mention it in the comments. I’ll include it when I update this reading list.
- 3 Reasons Facebook Chatbots Are Good For Customer Service – Forbes, November 2016
- 9 secrets to creating a world-class customer service bot – Venturebeat, December 2016
- 10 Brands Using Facebook Messenger Bots for Business – Social Media Today, July 2016
- Automating Your Customer Interactions: Get Ready for Chatbots – Content Marketing Institute, November 2016
- Bots, Messenger and the future of customer service – Techcrunch, May 2016
- Chatbot Backlash Boogie Woogie – Fonolo blog, September 2016
- Chatbots are Revolutionizing Customer Service – AnswerDash blog, November 2016
- Chatbots benefit the customer service market, but not a cure-all – TechTarget, October 2016
- CHATBOTS EXPLAINED: Why the world’s most powerful tech companies think they’re the biggest thing since the iPhone – Business Insider, April 2016
- Chatbots: Your Ultimate Prototyping Tool – Medium, September 2016
- Combine AI and the Human Touch for Exceptional Customer Service – CMSWire, May 2016
- Conversational Design Essentials: Tips For Building A Chatbot – Smashing Magazine, December 2016
- Designing Simple Chatbots for Customer Service – Chatbots magazine, December 2016
- Domino’s Takes On Disruptor Mindset in Leveraging Chatbot CX – Loyalty360, February 2017
- Employees vs. Robots: Who Is Better At Service? – Toister Solutions blog, April 2016
- Genie in a Bot: Support over Chat – Freshdesk, November 2016
- Grow your Virtual Assistant, Artificial Intelligence, Chatbot and Taxonomy Vocabulary – Earley.com blog, November 2016
- How customer service chatbots are giving businesses an edge – Venturebeat, October 2016
- How Far Can a Customer Service Chatbot Go? – Bright Pattern blog, January 2017
- How KLM uses artificial intelligence in customer service – Digiday, October 2016
- ‘It Has To Have A Soul’: How Chatbots Get Their Personalities – NPR, March 2017
- Microsoft silences its new A.I. bot Tay, after Twitter users teach it racism – Techcrunch, March 2016
- On bots, language and making technology disappear – TechCrunch, January 2017
- The 200 billion dollar chatbot disruption – Venturebeat, May 2016
- The Coming Chatbot Craze (and What You Need to Do About It) – Earley.com blog, September 2016
- The Complete Beginner’s Guide To Chatbots – Chatbots Magazine, April 2016
- The Daunting Task Of Making AI Funny – Fast Company, December 2016
- The Hidden Costs of Bot Development – Chatwire blog, May 2016
- This chatbot will deal with Comcast customer service for you – Popular Science, November 2016
- Thoughts on Bots: Death By Automation – FCR blog, August 2016
- Twitter introduces customer service bots in direct messages – The Verge, November 2016
- Will Facebook Messenger Bots Change the Way You Do Customer Service? – Instapage blog, January 2017
- Why it’s time your business went all in on chatbots – Business Insider, September 2016
- Why chatbots are replacing apps – Venturebeat, August 2016
- Why Your Business Needs a Bot – OneReach blog, February 2016
- The 200 billion dollar chatbot disruption – Venturebeat, May 2016
Tags: Bot, Chatbot, Customer service
Hi. I just saw this on NPR:
http://www.npr.org/sections/alltechconsidered/2017/03/10/519002884/it-has-to-have-a-soul-how-chatbots-get-their-personalities