Optimizing customer service with chatbots

Abstract

This chapter explores the intricate domain of enhancing customer service through strategically employing chatbots. It thoroughly investigates diverse optimization techniques, underscoring the vital role of refining chatbot responses and implementing efficiency metrics. The chapter dissects the challenges inherent in chatbot optimization, presenting innovative solutions that highlight the interconnected nature of these challenges. It illuminates the profound impact of well-optimized chatbots on customer service, demonstrating their capability to streamline tasks, improve accessibility, handle routine inquiries, and foster customer loyalty. Looking ahead, the chapter offers insights into upcoming trends and opportunities, such as integrating emotional intelligence and expanding multilingual functionalities. Essentially, this chapter functions as a comprehensive guide for practitioners and researchers, providing a nuanced comprehension of the pivotal role chatbots play in shaping the future landscape of customer service. © 2024, IGI Global. All rights reserved.