![]() You'll hear terms like bots, chatbots, voice bots, virtual assistants, and virtual agents, bandied about and it can make things quite confusing. The world of bots comes with its own jargon. Significant investments can lead to technology improvements that increase customer adoption of chatbots and related solutions such as virtual assistants. Not exactly a vote of confidence!ĭespite consumer reluctance, or maybe because of it, we found that 32% of businesses plan to invest in chatbots in the coming year. Most businesses and consumers think they need to become smarter and 83% of consumers who enter into a chatbot interaction expect to switch to an agent-assisted channel at some point of the interaction. Although the technology has advanced significantly, chatbots are still most effective at handling simple, narrowly defined tasks. The outlook is bright for AI and chatbots, there’s no indication of adoption slowing down.īut there are some weaknesses that need to be addressed before there's widespread consumer adoption of chatbots. ![]() Further, we found that AI usage in general is growing among businesses, with 66% of them using at least one AI-powered tool in their contact centers. Our research revealed that 72% of businesses believe chatbots make things easier for customers. This is an evolution similar to what we've observed with voice interactions in the past: today, many are front-ended with IVR self-service.īusinesses perceive chatbots favorably not only for the operational benefits, but because of what they can do for CX and the resolution of customer issues. Almost half (46%) of the businesses in our study already use chatbots for self-service. And the next iteration of chat for many companies includes the addition of self-service capabilities enabled by chatbots. ![]() Chat has become an established channel, right up there with phone and email. Additionally, consumers rate online chat as one of the top three most satisfying channels.įor their part, in 2020 72% of businesses supported online chat, a 6 point increase over the prior year. Our 2020 CX Benchmark study revealed that about one third of consumers had used chat for a customer service interaction during the previous three months, showing continued growth compared to the previous year. ![]() Contact centers are investing in AI and chatbotsĪs consumer adoption of online chat in contact centers increases, the case for chatbots becomes even more compelling. This article will provide real-life examples of effective chatbots plus tips for identifying and implementing the best chatbot for your contact center. Looking at how other companies have deployed and are successfully using bots will be both helpful and can inspire you to move forward with your own solution. If you're new to chatbots, it can be difficult to envision where a bot makes sense in your organization's customer journey. But although earlier versions of chatbots may have left people feeling underwhelmed, today's bots have advanced capabilities that enable them to play important roles in sales, marketing, customer service, and operations. This buzz has ranged from "chatbots will replace all human agents" to "chatbots are overrated" and everything in between.Īs chatbot technology has matured and we've been able to witness it in action, it's become clear that for the foreseeable future we'll still need human agents to resolve more complex customer issues. Have you heard about chatbots? Silly question, right? Of course you have, there's been plenty of buzz during the last several years about how chatbots will revolutionize the customer service industry.
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