Providing customer support using social media is now an inevitable functionality for all brands. While doing so, a lot of support provision has shifted from traditional systems to social media and the pressure on social care teams has increased immensely. This has resulted in newer innovations to ease the weight, and given birth to “ChatBots”, software enabling responding to customer queries and complaints until human intervention is required.
This brings us to the question, how helpful are these bots really and are they actually doing good/better than human responses or are they good in their own unique ways. Let’s find out by looking at the infograph below, explaining the difference between human responses and bots.