The Inner Circle Guide to Chatbots & Voicebots

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.

The use of chatbots has seen a rapid rise in the proportion of web chats handled automatically, and a significant drop in the cost of doing so.

As the uptake of AI means that the subjects handled by chatbots and voicebots becomes increasingly sophisticated, this has a positive effect on call queues and customer experience.

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.

However, there is now a levelling-off in chatbot effectiveness and outcomes, as rules-based bots reach the limits of their capabilities. The next step is to use agentic and generative AI to move the chatbot / voicebot revolution forward.

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

• 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

• Measuring ROI and performance improvement

UK & US editions.

Free to download.