This is a question that many small businesses have. Chat bots, artificial intelligence and other technologies seem to be the standard when it comes to customer support. Can a small business incorporate these technologies in their daily practice? The answer is definitely yes, as long as there are solid business processes to support these technologies that will work along with traditional customer support techniques.
But before you decide to move to a more impersonal approach in customer service, it is worth considering what bigger businesses are experiencing with customer support automation. Is automation ruining their customer support?
Read the article that analyses this question on the Australian Computer Society blog Food for thought and reflection.
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