When it comes to sales, consumers are accustomed to online shopping. However, when it comes to customer service, brands today still force consumers to either call an 800 number or visit a store. Sure, brands today have incorporated chatbots into their online strategy, but most are poorly designed, don’t use natural language and aren’t capable of learning over time.
What’s worse, even though today’s customers are completely accustomed to using search engines when researching queries, brands don’t take this approach with their websites by empowering consumers to research their own customer service issues online. This paper will address the current state of customer service, discuss the journey customers take in present day in trying to get answers to their own questions, and explore the role chatbots are increasingly taking in this journey.