There are lots of chatbots on the market today, and many of them are (supposedly) designed to help with customer support. While each type of support bot has its pros and cons, none of them are truly ready to fully replace human support representatives. Understanding that reality is key to implementing your support bot the right way.
The best customer support representatives don't just know the best answers to common questions, they know how to find any answer to any question -- and they depend on an internal knowledge base to do it. Unfortunately, too many modern knowledge base solutions let down the support reps that rely on them.
The Problem with Information Today: A Better Reader Doesn't Make a Better Book
Customer facing teams (that is, sales, customer success, and customer support) are on the front line of every company. Their main tool for success is information. Today's methods of delivering information to them are less than ideal. They can search a knowledge base, and perhaps find what they’re looking for, but these tools put the burden on the user to sort through a pile of search results to find the information they need. For a person where speed to the correct information is important, this can be frustrating at best.
Chatbots are being sold as the artificial intelligence cure-all for every business problem under the sun -- except sales. No one seriously believes that A.I. can replace actual humans when it comes to closing the most complex (and profitable) sales deals.