It only seemed like 12 months ago that "Gurus" said that Chatbots will never catch on.
It would seem they are here to stay and yes, of course, there has been some very rudimentary examples of chatbot use, but I think every company now must be looking at chatbot use. And every company must look at the business case. We as business leaders are always see where and when we can strip out cost and chatbots seem like a good way to increase service, while reducing cost.
But with all "good ideas" how do you measure such a program. This article outlines the mechanism's in which you can measure and therefore manage a chatbot project for success.
Some of your customers prefer to work with chatbots as they connect with you, according to Inbenta’s Chatbot Consumer and Business Survey. Their data shows that 50 percent of consumers prefer chatbots when shopping online, rather than calling support. And 72 percent of consumers say that chatbots hold the answer to frustration-free customer service.