Chatbots are often the first support interaction customers have with a business, greeting and engaging with them in a friendly, convenient way. Until recently, there were two main types of bots:

Ensure more consistent support

Customers who frequently interact with you rarely talk to the same support agent twice. Because the level of expertise and training varies from agent to agent, customers may experience inconsistencies when connecting with support teams. Although most businesses continuously work to improve their customer service training, chatbots function on predetermined frameworks and pull answers from a single source of truth every time—resulting in consistent customer service experiences.

Chatbots are also programmed to provide level-headed guidance, no matter how long the conversation lasts and how the customer acts. If a customer is rude or dismissive, chatbots can deliver an empathetic CX by recognizing language indicative of frustration or anger and responding appropriately.

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