A chatbot is an artificial intelligence (AI) software application that can be used to simulate conversation with customers or technicians. Chatbots can be integrated into various communication channels, such as websites, mobile apps, and messaging platforms, to provide assistance, answer questions, and help with issue resolution.

Example use cases

Chatbots can be used for:

  • Self-service support for customers
  • Real-time support for technicians
  • Scheduling and dispatching technicians
  • On-demand training and education for technicians

Key benefits

The benefits of using chatbots in field service include: 

  • Improved customer and technician satisfaction 
  • Increased efficiency 
  • Reduced support costs 
  • Improved data collection and analysis