Building chatbot for customer support

I’ve helped transition our support team from call support to chat support. After experiencing chat support offered by different companies and building one myself, I have gained some insights on chat support. This write-up will be helpful for people planning to migrate to chat support.

I am going to divide this post into four parts -

1. Live Chat or Decision Tree or AI/ML?
2. What should be the goals of good chat support, and how to achieve them?
3. What should be the key metrics?