What is a chatbot? What are they for?
Chatbots are a self-service system available from some webchat providers – like Gnatta! When a customer opens a webchat, they’ll meet a chatbot before being routed to a human agent (if the chatbot can’t solve their query independently). Social media quick replies are a very similar service available on some social platforms, such as Facebook – they are sometimes a little more limited than an on-site chatbot, but still provide an extremely powerful tool for contact deflection and data gathering.