Is it still worth using chatbots for customer service?
My company has an old chatbot on Telegram from 2019, nothing special. Now everyone's saying we need to switch to modern AI, but I'm not sure if it makes sense to spend more money on it.
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★ Best answer
A chatbot from 2019 on Telegram probably just handles fixed responses, so if you get somewhat complex questions your customers end up stuck. Before investing in a new solution, try checking how many people drop out of the conversation after the first exchange (you can find that data in Telegram's analytics): if the number is high, it means your bot is frustrating people and it's worth updating.
But if most of your contacts manage to solve their problem on the first try, then you're already doing a good job and you can really wait a bit longer.
Don't just throw money away because you hear you're supposed to upgrade everything 😅 If your current chatbot handles requests decently and customers aren't complaining, honestly you can just wait a bit before investing in a new solution.
Modern AI chatbots are useful if you get a ton of complex questions or if you want to automate like 70-80% of your customer service, but if yours from 2019 still works and isn't causing you problems, you don't have to change it just for the sake of it. Instead, think about whether you're getting feedback that the bot doesn't understand people, or if you're losing customers because of it - then yeah it makes sense to upgrade 💬
It depends on what kind of requests you're getting: if they're all "where are you?" or "what are your hours?" the old chatbot is fine, but if your customers ask questions that need some context or nuance, then yeah, a more modern one really saves you from frustration messages. Before you spend money, try logging for a week what questions actually come in and how many your bot can't handle - if the percentage is low, wait it out; if it's high, it's worth doing something about.
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