As technology advances, businesses constantly seek unique ways to improve customer service. Currently, they are stuck between entirely adopting AI chatbots and relying on human representatives.

AI chatbots are smart virtual assistants that can assist customers more quickly and offer support in a prescribed manner. Meanwhile, traditional customer service involves human agents who respond to inquiries using intelligence and expertise; especially they come resourceful in difficult situations.

But which option best meets the needs of today’s customer landscape?

What Are AI Chatbots?

AI chatbots are computer programs designed to simulate human conversation. They use artificial intelligence (AI) combined with machine learning to understand and respond to customer inquiries.

These chatbots can be found on websites, social media, and messaging apps, providing instant user support.