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Chat bots are an older (albeit still commonly used) customer service tool primarily used in self-service platforms. Unlike AI-powered self-service solutions, which can respond dynamically to human input, chat bots run on scripts that can only handle simple requests that follow a pre-written dialogue.
Despite the ongoing popularity of chat bots, call centers still rely on human agents to intercept caller inquiries that traditional chat bot technology can’t process. While this tool can still be utilized to handle simple tasks, such as routing a caller to an available agent, its limitations reduce its usefulness in customer support roles.