How to incorporate chatbots into your communication strategy

Artificial intelligence software can be a boon for your customer service—but it can also go terribly wrong. Here’s how to successfully deploy helpful, high-tech bots.

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Many experts predict chatbots will revolutionize marketing, public relations and customer service.

Some say the revolution is already underway. The chatbot market, valued at $190.8 million in 2016, is estimated to reach $1.25 billion by 2025, according to Grand View Research.

Organizations in just about every industry are using software applications that mimic human interactions and answer questions on websites and on messaging services such as Facebook Messenger, WhatsApp, Viber and WeChat. Chatbots are showing huge promise for marketers—especially in terms of customer service.

Unlike human customer service agents, chatbots are always on duty and ready to respond. Also, many customers—especially younger, digital natives—prefer to communicate through apps rather than by phone or email.

“Implementing a well-developed chatbot auto-response system for the most common questions from your niche or industry can help to improve response time and customer satisfaction, and ensure customer retention,” notes Gary Vela, CEO of digital marketing agency Web Daytona, in Forbes.

How to build a chatbot

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