KPN chatbot forwards calls

in Brand Evolution on Jan 28th, 2008 08:34

The Chatbot of KPN InternetPlusBellen‘s Helpdesk forwards calls to a real person if she doesn’t know what to do with a question. The chat then continues like normal, only in a different window (cb). Chatbots will get better in understanding and answering consumers’ questions. After that they will combine their knowledge with profiles, and chat bots (call them brand agents, call them virtual employees) will approach consumers pro-actively (if we allow them of course). And if we then have a really hard question, we will be forwarded to a specialist. Every brand will in the end be built in such a dialogue, and no longer in a monologue (how can I reach the consumer?). This is the hidden development here.