AI & Bots
What are AI & Bots?
AI & Bots can automate the handling of routine inquiries, resulting in customer experience improvements, reduced customer effort, and cost-savings for the organization. Common examples include chatbots, voice bots and virtual assistants that answer questions or complete simple transactions.
Bots are automated programs that converse with customers through chat, messaging or voice. Earlier bots followed fixed scripts and decision trees. AI-driven bots use natural language processing and, increasingly, language models to understand what the customer means and respond in plain language. They work best on high-volume, well-defined requests such as checking a balance, tracking an order or resetting a password.
Bots matter because they let customers get simple answers at any hour and free human agents for complex or sensitive conversations. The risk is a bot that traps customers or gives wrong answers, which creates repeat contacts. Good deployments define clear escalation rules, pass the conversation history to the agent who picks it up, and measure successful resolution, escalation rate and customer satisfaction rather than deflection alone.
Related: Conversational AI, AI agents, Agent escalation, UWXP.