That and you get user observability for free, and support injection in a way that to this day there’s no good way to do in an “app” experience.
Presuming your bot requires people to interact with it in public channels, your CSRs can then just sit in those channels watching people using the bot, and step in if they’re struggling. It’s a far more impactful way to leverage support staff than sticking a support interface on your website and hoping people will reach out through it.
It’s actually akin to the benefit of a physically-situated product demo experience, e.g. the product tables at an Apple Store.
And, also like an Apple Store, customers can also watch what one-another are doing/attempting, and so can both learn from one another, and act as informal support for one-another.
Presuming your bot requires people to interact with it in public channels, your CSRs can then just sit in those channels watching people using the bot, and step in if they’re struggling. It’s a far more impactful way to leverage support staff than sticking a support interface on your website and hoping people will reach out through it.
It’s actually akin to the benefit of a physically-situated product demo experience, e.g. the product tables at an Apple Store.
And, also like an Apple Store, customers can also watch what one-another are doing/attempting, and so can both learn from one another, and act as informal support for one-another.