In an ideal world, a chatbot is self-contained and escalation is an obsolete concept. After all, if the chatbot is doing what it’s supposed to, shouldn’t it be able to handle any and all support…

This is part 3 of Dashbot’s series on developing customer service chatbots. Find part 1 and part 2 here. After spending months carefully developing a customer service chatbot, launch day is a…

This is part 2 of an ongoing series. Find part 1 here . Evaluating what support questions can be automated with a chatbot starts you off on the right foot to developing a minimum viable product (MVP…

Natural Language Processing (“NLP”) is an integral component in creating a customer service chatbot that is effective at both understanding and satisfying users. A chatbot’s performance depends on its…

According to Gartner, customer service chatbots are a technology to watch. In two to five years , Gartner analysts predict that chatbots are going to reach the Plateau of Productivity . You know…

A traditional customer support strategy requires a lot of resources in terms of manpower. Agents are needed in order to respond to each displeased customer looking to your company for a solution to…

Customer service is one of the biggest areas of growth we see in chatbots. Enterprises want to be able to provide 24/7 support, but the costs to do so with live agents can be cost prohibitive…

Under the Behavior tab in the left-hand navigation panel, there is a new report called Escalation. This report enables you to analyze and reduce escalation conflicts within your chatbot experience…

At Dashbot, we’ve processed more than 50 billion chatbot and voice messages. One of the most popular use-cases is for customer service, across verticals – including everything from retail to travel…