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Chatbots are good for resolving basic issues. As part of this process, a chatbot might collect the customer’s name and contact information, possibly a confirmation or order number, and a description of the issue. If it can solve the problem, it will.
Even when chatbots can’t resolve an issue, that isn’t necessarily a failure. The chat session often gets elevated to an agent, accompanied by the information the chatbot collected. That creates efficiencies for the agent and creates a better experience for the customer.