O'reilly Bots Podcast - O'reilly Media Podcast

The O’Reilly Bots Podcast: How bots are transforming the way companies interact with their customers.Customer service is a key application for bots—one of the first that we think of when we imagine a world full of AI-enabled conversational interfaces. In this episode of the O’Reilly Bots podcast, Pete Skomoroch and I talk with the founders of two companies that have developed bots to help consumers and companies talk to each other.We begin by hearing from Michael Schneider, founder and CEO of Service, which offers a bot that mediates disputes between customers and large companies. The bot interacts with the customer to gather basic data about the issue and the company, and then a human representative tries to solve the issue by contacting the company. Service is positioning itself as a neutral third party to, in Schneider’s words, “negotiate a fair resolution between consumers and business.” Service also has an intriguing idea for solving the discovery problem that many bot creators are fac