Chapter 13, Problem 2CCS

Summary Introduction

Case summary:

The assistance of robotics and artificial intelligence (AI) is common in modern technology advanced business scenarios. The chatbots enable the business to ensure the most appropriate communication and the relationship between the customers and the business. As AI technology is getting developed day by day and Company C designed a chatbot that ensures effective communication with customers to generate sales. The chatbot will keep conduct with the customers by away of email and text messages if the customers show interest then it will put them in contact with the human representatives. The sales representatives can able to save a lot of time by avoiding un-productive cold-calls. Company C has customers in various sectors like automobile, education, finance, insurance, real estate, and technology sectors.

Company C also collects the data that informs its constant efforts to make its software more efficient and it really helps to increase the efficiency of the software and its performance. The chatbot H can able to respond within four to five minutes to every potential lead and around 60% of these contacted leads will respond and it really helps to increase the customer relationship quality. Some customers even ask to see the chatbot without knowing that they talk with software and now the company is planning to introduce new technologies like incorporation languages other than English.

To discuss: In what manner the chatbots can help the firms in increasing the service quality.