Chatbots are computer programs designed to communicate with human users over the internet. They oftentimes function as a resource for users who have questions when visiting a certain website.

The Farmer’s & Merchants Bank website utilizes a chatbot feature that allows customers to ask questions and receive customer service support 24/7. The chatbot is capable of answering our most frequently asked questions with answers supplied by each department.

There are three main features that make Chatbot technology helpful:

1. Reduces hold times: When a customer calls the bank with a question, they may need to wait for some time until a member of the customer service team is available to answer their question. With a chatbot, customers get instant access to answers to certain questions. If the chatbot is unable to answer the customer’s question, they are easily transferred to a customer service representative.
2. Allows customer service to be available 24/7: Questions don’t only occur during business hours, and sometimes answers can’t wait. This is when chatbots 24/7 availability can be utilized. They act as a great first step in looking to have your question answered. As mentioned earlier, the answers that the chatbot provides come directly from those who work here at the bank, so they can provide very helpful information.
3. Personalizes the customer experience: Chatbots have the technology to understand the context and intention of a conversation. This means that each conversation will be unique and should not feel robotic.

You can try our chatbot for yourself by visiting our website and clicking the icon in the bottom right-hand corner.