Hello readers, you might be asking if you ever had social media about these new trends of ai chatbots like ChatGPT or other chatbots, and wonders “what is all this chatbots anyway.” And that because chatbots is the newest technology in the modern and businesses are interesting in incorporating AI chatbots into their customer services which is great and all that, but you reader may not know is what role do their serve in customer services, and how can it improve it, so in this article I will explain how chatbots can improved customer services.

  1. What are the roles of the chatbots.

One of the first question you may ask regarding chatbots is what is the role of chatbots on services, and to answer that we must ask what does chatbots do, to simply put it chatbots are design to simulate human conversation and interact with the customers, so essentially any chatbots like ChatGPT or Deep Seek will assist the customers by providing them with answer to any issue and requests. Is because of this reasons that companies are now implementing chatbots into their customers services. The role provide to the chatbots may very from businesses to businesses depending on what the businesses needs, for example a business want to improve their customer service but the problem is that the customer service availability is not always available which is why a business will use chatbots to improve on the customer service aspect by allowing the customer service to have a 24/7 availability, another example is when a businesses needs customer engagement for like their own mascot, so they use chatbots to allow the mascot to interact with the customers. This is the reason the businesses use and creates role for chatbots.

  1. How does chatbots improve a business customer services

Now that you know the roles of the chatbots in their businesses, another question may pop in your mind and that is how does chatbots even improve the businesses customer services in the first place, and the answer is yes, chatbots does improve the businesses customer services, for example the 24/7 availability that chatbots provide allow the customer services to provide information to the businesses customers at different time zone, but it also allowed the chatbots interact with customers through answering their question and providing information based on the info that was given to the chatbots. Another example is chatbots can be use to promote the businesses brands on social media or send advertisement through emails. Is because of these examples that chatbots has proven to be a beneficial improvement to the customer services overall

  1. Obstacle to chatbots in customer services

Now like many technology that comes to customers services, there is always obstacle that can hinder the chatbots performance in customer services if the businesses isn’t aware of the obstacle, for example if a business didn’t provide the chatbots detailed information about its brand and as a result may provide incorrect or unreliable responses the next time the chatbots interact with a customers, this may cause frustration from the customers which is why businesses will provide the chatbots with as much information as possible before providing it the role of customers service, another example of an obstacle is trying to integrate the chatbots into existing system, as there a multiple problem that may occurred when attempting to integrate into existing system such as different data formats between chatbots and system, and incompatibility issue between chatbots and existing system. This is why it is important for businesses to handle and prepare for any obstacle before integrating chatbots into their existing system and their customer’s support. 

 

 Reference

Ada global (). The role of chatbot for marketers & customer service. https://www.adaglobal.com/resources/insights/the-role-of-chatbot-for-marketers-customer-service

Horatio (2025). The role of chatbots in customer support. https://www.hirehoratio.com/blog/chatbots-in-customer-serviceMaria prokhorenko (2025). AI chatbot for customer service — How to enhance it with AI?. https://indatalabs.com/blog/how-can-chatbots-improve-customer-service

ProProf Editorial Team (2025). 5 Common Chatbot Implementation Challenges & Their Solutions for 2025. https://www.proprofschat.com/blog/chatbot-implementation-challenges/

Gary graham, Tahir M. Nisar, Guru Prabhakar, Royston Meriton, Sadia Malik (2025). Chatbots in customer service within banking and finance: Do chatbots herald the start of an AI revolution in the corporate world?. https://www.sciencedirect.com/science/article/pii/S0747563225000172