It’s Time to Talk: How Effectively Deployed Chatbot Functionality is Driving Customer Experiences and Agent Efficiency

The digital age customer wants instant gratification, faster solutions and immediate answers. To deliver this we see organisations turning to automation and digital technologies, with chatbots specifically emerging as the buzz technology of 2019.

According to reports, only 20% of internet users have incorporated Chatbots in their day-to- day lives but this is estimated to increase to 93% by 2021. The trends for 2019 suggest that Chatbots will be prepared to match the human behavior and offer similar services. Bots now have the power to revolutionise CX, service excellence, marketing and sales.

There is no doubt that when implemented properly, chatbots can improve CX for thousands of consumers, freeing up call centre staff to focus on higher-value conversations. Chatbot applications streamline interactions between people and services, enhancing customer experience. At the same time, they offer businesses new opportunities to improve the customer engagement processes and operational efficiency by reducing the typical cost of customer service.

To help you understand which chatbot is right for your business and how to effectively develop, deploy and scale chatbot capability to improve CX, sales and staff efficiency read on below to explore three case study examples from different sectors including transport, financial services and government.