Jay Baer hits the nail on the head in his article at MartechToday.com on the issue of chatbots:
With the right programming, chatbots can handle an infinite number of conversations, essentially bringing the cost per interaction as close to zero as possible. While this might bring tears of joy to the average CFO, customers are crying for a completely different reason.
The never ending struggle between Customer Support and Marketing. While CS commonly would tell you it’d be a great business, if it weren’t for all the darned customers, the problem is that on the marketing side we’re actually trying to get and keep those customers. CS is often the wheel on which this nut gets cracked, certainly in terms of retention.
So even though I like the idea of a smartly coded bot to handle the simple interactions, the marketer in me screams “you’re wasting a customer contact!”. This is often one of the few chances you have to interact directly with the customer. Do you really want to entrust that to a chatbot?
So there is the question for you: are you willing to let a chatbot answer the call when your customer wants to talk?