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Of course, there are some obvious benefits chatbots bring to the credit card processing table. To start, the ability of a chatbot to connect with a customer anytime, anywhere and through multiple devices is an obvious customer-service perk. Particularly when it comes to mundane tasks like updating payment card credentials or answering basic account questions, a bot can often be the most efficient method.
There is no simple answer to the concept of integrating chatbots into the credit card processing ecosystem.
On the contrary, there’s a reason chatbots haven’t taken the credit card processing world by storm quite yet. Simply put, a machine can’t always replace human interaction — especially because customers often have a question unique to their own situation. Because chatbots don’t have the ability to interpret a customer’s tone, or manage a frustrated customer, understand slang, or manage a complicated matter, relying on the technology could put your customer service reputation at risk.
For that reason alone, when thinking about how chatbots fit into the credit card processing relationship, you shouldn’t think of them as the “easy button” to solve all issues. Chatbots should be viewed as an option to extend a connection to your customers during times when you may not be able to assist them, or when a simple answer is all they need.
That’s where the next pro for chatbots comes into play. When thinking about reducing spending on call centers, chatbots serve as an excellent service to cut the amount your organization is paying to train and staff those centers. With chatbots, you’re also reassured your customers are getting the same information, which isn’t always the case with an actual customer representatives answering questions.
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