Can chatbots outsource your customer service?
Reported by EdSurge, while chatbots are growing in popularity and designed to provide more immediate customer service to prospective students during their investigation process, making sure that customer service goal stays primary can be challenging.
For instance, if the real “unsaid” goal is to eliminate your phone banks, or outsource customer service to cheaper or robot labor, your chatbot may end up frustrating more students than it helps.
The takeaway? The up-front costs and effort to make your chatbot truly scale in success are intensive. Messaging matters. Comprehension matters. Expertise matters. The best chatbots are a very human endeavor. It’s not an easy automation exercise.
May you continue to fight the good enrollment growth fight at your institution today, and we’ll see you again tomorrow.
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