“One of the biggest changes happening in customer service right now is in automating the customer experience. Whether it’s after-sales support, providing information or launching a rewards program, the idea is to automate as much of the process as possible and to achieve a seamless interaction with customers which is fast, easy, and intuitive. And AI chatbots that engage with customers in two-way communication is the answer to these as it opens a whole new world of possibilities for businesses to build a more interactive and personalized customer experience”. said Mr. Souffiane Houti, the Founder and COO of VIAFONE Technologies.
Businesses now need to connect with customers through channels they are most active with including messaging applications such as WhatsApp and Facebook messenger, which have surpassed social media applications.
