AI agents and chatbots

When AI should not only answer but act. In this edition the topic is covered through customer service in an online shop: which questions suit a chatbot — narrow, repeatable ones such as order status — and which need a person, such as complaints and judgement calls. The article also shows how to get ahead of “where is my order?” tickets with status notifications, why Swiss customers have a right to know they are talking to a machine, and two support metrics worth tracking. For shop owners weighing a chatbot. Start with e-commerce customer service.