Human Handoff

Abstract

Bots do not live in isolation. Companies and brands have invested significant time, energy, and money interacting with their customers via social media, such as Twitter, Facebook, Instagram, Snapchat, and others. There is an ongoing competition among social media companies to provide the best platform for businesses to interact with their customers. Each of these platforms wants to connect its users in the interest of driving platform usage and selling products. In addition, customer service systems from Zendesk, LiveChat, FreshDesk, and SericeNow, as well as tech behemoths like Oracle Service Cloud, Remedy, and Salesforce Service Cloud, are building up systems that connect consumers to a brand's customer service representatives (CSRs) over all types of channels from SMS to Messenger to live chat.