Business drivers for chatbots, voicebots and conversational AI are based on making self-service a better experience for customers while reducing the costs of unnecessary calls.

 

While there was a rapid rise in the proportion of web chats handled automatically (and a significant drop in the cost of doing so), this trend has stalled as rules-based bots reach the limit of their capabilities.

 

The next step is to use agentic and generative AI to move the chatbot / voicebot revolution forward.

 

With around 25% of calls being from customers who have tried – and failed – to resolve their issues online, the opportunity for improving performance and CX through improving and developing self-service is massive.

 

Download this report and find out how AI-enabled chatbots and voicebots can take self-service to the next level.

 

This report shows:

  • 4 key business issues that bots can solve
  • Cost per channel and how web chat compares to telephony, email, self-service and social media
  • Why self-service fails and how bots can help
  • Cutting the multi-billion cost of customer authentication
  • The impact of bots on cost, performance and CX
  • Making AI implementation a success and avoiding pitfalls
  • Where ROI and performance improvement comes from

 

“The Inner Circle Guide to Chatbots, Voicebots & Conversational AI” is available for the US and UK. 

 

 

To download this report, and to gain free access to all of ContactBabel’s research and analysis, please complete the registration form at the bottom of the page.

 

If you have already registered, please log in here.

 

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