A real challenge for customer relations and whatsapp data experience, a conversational agent or chatbot is part of the marketing landscape. A conversational agent has been an emerging trend since 2016. Indeed, the use of these tools is gradually spreading. Even if conversational agents have existed since 1994, the maturation of this technology is recent. This maturation comes with the use of artificial intelligence, which is currently generating a lot of debate.
Today, each of us is confronted with conversational agents. All the major BtoC brands use it to strengthen their customer relationships. A conversational agent is a computer program that consists of weak artificial intelligence. The two combined allow you to converse with you through scripts, therefore writing or audio.
The conversational agent opens up a field of possibilities with many opportunities. It is now possible to book a flight or solve problems without human intervention. Our changes in consumption patterns require each company to respond to them while offering a more personalized customer service.
Is a chatbot a tool that provides additional customer service and does it fit into a multichannel strategy?