The coronavirus pandemic has caused many brick-and-mortar stores around the world to close, but online services have shown a growing trend, which ensures that there is an urgent need to improve customer service quality.
The latest research has found that powerful and personalized online services are essential for building trust between consumers and companies. This is especially true in online chat functions.
The lack of social influence may be one of the reasons why the company’s online sales have not grown. The pandemic has new requirements for improving the quality of customer service. This means that many companies have turned to artificial intelligence (AI-based) chatbots to do so.
In today's era where customers want personalized communication with organizations, providing polite and social support to users can be a challenge.
Through the case of Microsoft’s Tay, people hope that the chatbot can fully understand the nuances of politeness. This not only means that chatbot can simply say "please" and "thank you", but also knows when to soften the tone of the sentence and make politeness become an indispensable part of chatbot technology in the future.
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