Why Chatbots are So Popular

Consumers today want simplicity and speed, which is why mobile app growth has flattened and chatbots are on the rise. According to PwC analysts, speed and convenience hit over 70% importance to consumers*. Unlike mobile apps, chatbots can integrate anywhere. And with an intelligent chatbot quickly handling customer questions and requests, service agents are free to focus on special situations. The result is better service, more automation, and increased efficiency overall.

*Source: PwC Report: “Experience is Everything: How to Get it Right”, 2018

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Brands now look to conversational AI as one of the key drivers for the automation of customer service operations.

The Forrester New Wave™: Conversational AI For Customer Service, Q2 2019, Forrester Research, Inc., June 11, 2019

Chatbot: One Name, Many Meanings

From simple FAQ bots to full-service virtual agents.

Basic bots can answer simple, straightforward questions. With the addition of AI, some chatbots are now context aware and conversational. Sophisticated virtual agents use machine learning, intent prediction, and natural language generation (NLG) to ask questions, converse, and even detect user discontent to help maintain strong CSAT and NPS.

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Source: Accenture Research

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Elevate customer service CSAT

Chatbots can handle simple and even complex customer interactions and hand over to an informed agent if needed. Empower agents to focus their expertise on the tough problems.

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Maintain or boost CX and NPS

Users often prefer to handle straightforward issues with a chatbot—quickly and on their own. Boost your CX and NPS by letting consumers select their service path.

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More automation reduces costs

Increase automation and scale easily, while meeting your security and compliance needs and giving customers what they want. Save crucial operating costs to invest in other areas.

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Leading Telecom Company Transforms Digital CX

15%

call deflection

50%+

self-service increase

32M

customer base

Related Products and Features

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Chatbots/Virtual Agents

Self-learning, AI-powered chatbot helps customers help themselves—faster and more efficiently. A chatbot/virtual agent can help companies reinvent the customer experience.

Explore: AIVA Virtual Agent for Digital

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Tools for Chatbot Customization

Make the chatbot yours and gain more control over content plus valuable user insights with multiple tools, each with digital and voice options, in a simple UI.

Explore: AIVA Digital and Voice Tools

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Natural Language Understanding

Chatbots use natural language comprehension (NLP/NLU), intent prediction, and disambiguation to understand what your customers mean, not just what they say, enriching the CX.

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Pre-Built Customer Journeys By Market

The [24] Platform uses real-time enterprise data, industry models, and pre-built customer journeys to accurately predict customer needs and recommend the next-best action.

Featured Resources

Article: Forrester Analyst Art Schoeller – How to Blend Human Agents and Chatbots

Art Schoeller shares insights about learning how to blend human agents and chatbots to enhance your brand’s customer experience. Read the post and listen to the recording to learn more

Read the article
Webinar: The Rise of Emotional AI and Chatbots in

Kate Leggett, VP and Principal Analyst at Forrester Research, offers industry lessons on how effective today’s AI-driven chatbots are at understanding emotion. Is it possible for a chatbot to automate your CX without it becoming cold and detached? Emotions play a role with real customers. Learn how they can with chatbots.

Watch the webinar
[24]7.ai in the News: Perspective: The Critical Search for the Human Touch in AI

Analysts from Korn Ferry share insights on the impact that chatbots and virtual agents have on traditional customer service agents. Lean how, because of AI and chatbots, human agents will actually become more highly skilled and highly paid as time progresses as they share responsibilities.

Read the article
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