Post on 26-Jun-2020
https://www.ibm.com/blogs/watson/2017/10/10-reasons-ai-powered-automated-customer-service-future/https://www.gartner.com/doc/3748968/plan-critical-shifts-customer-interactionhttps://www.youtube.com/watch?v=HcqpanDadyQhttps://hbr.org/2017/01/kick-ass-customer-servicehttps://www.gartner.com/doc/3879492/market-guide-conversational-platformshttps://www.juniperresearch.com/analystxpress/july-2017/chatbot-conversations-to-deliver-8bn-cost-savinghttps://www.contactcenterworld.com/view/contact-center-article/the-economics-of-call-center-turnover.aspxhttps://hbr.org/2017/01/kick-ass-customer-servicehttps://www.facebook.com/business/success/globe-telecomhttps://www.gartner.com/en/newsroomhttp://www.earley.com/no-ai-without-ia
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READ THE WHITEPAPER
and why knowledge management is critical to their success
CHATBOTS 101
For an in-depth guide to chatbots and the elements of KM that make them better, read our whitepaper:
IN MANY WAYS, KM IS THE SECRET TODELIVERING BETTER CHATBOT ROI
THIS MAKES KNOWLEDGEMANAGEMENT A CRUCIAL COG . . .
99% OF AI INITIATIVES IN I.T.SERVICE MANAGEMENT WILL FAILDUE TO LACK OF A KNOWLEDGEMANAGEMENT FOUNDATION.
— GARTNER
A STRONG KNOWLEDGEFRAMEWORK
need to develop a frameworkthat supports chatbots bycapturing, organizing, andcurating organizationalknowledge.
COMPANIES
WITHOUT FOUNDATIONAL DATA STRUCTURES
CHATBOT ALGORITHMS HAVE NOTHING TO RUN ON
makes it easier for chatbotsto match user intent to theexact piece of information
a user needs
BOTS ARE ONLY AS GOOD AS THEINTELLIGENCE DRIVING
THEIR OPERATION
BY AUTOMATING REPEAT TIER
ONE CASES, CHATBOTS FREE UP
AGENTS TO FOCUS ON MORE
COMPLICATED CUSTOMER
INQUIRIES.
INCREASED PRODUCTIVITY 3.5X
— ONE TELECOM COMPANY —
THROUGH A CHATBOT HYBRID MODEL
! HOWEVER
$CHATBOTS CURB THESE COSTSBY RELIEVING PRESSURE ON AGENTSAND FREEING UP BANDWIDTH
B2CB2B
- $7 - $13
— PER INTERACTION —
THE AVERAGE COST OFA LIVE SERVICE INTERACTION
IS ALSO HIGH
CHATBOTS CAN HELP LESSEN THE
LOAD ON AGENTS, HELPING
IMPROVE THE AGENT EXPERIENCE
AND CURB TURNOVER.
TOTAL COST OF TURNOVER PEREMPLOYEE CAN BE AS HIGH AS
$31, 416
— IN A 300 SEAT INBOUND CENTER —
CHATBOT CONVERSATIONS AREPOISED TO DELIVER $8 BILLION
IN COST SAVINGS BY 2020
04%have deployed conversational interfaces tohelp meet this demand for self-service.
OF ENTERPRISES
?
! HOWEVER
81% attempt to take care of matters themselves before reaching out to a live representative.
OF CUSTOMERS
THIS IS A MISSED OPPORTUNITY!
?CHATBOTS USE DATA TO ANSWERQUESTIONS, WHICH PROVIDES ANEASY CHANNEL FOR SELF-SERVICE
— WHY? —
BY THE SAME YEAR, 72% OF ALL
CUSTOMER INTERACTIONS WILL
INVOLVE MACHINE-LEARNING APPS,
MOBILE MESSAGING, OR CHATBOTS.
BY 2020, 85% OF ALL CUSTOMERINTERACTIONS WILL BE HANDLEDWITHOUT A HUMAN AGENT.
— IBM WATSON BLOG
WHY CHATBOTS NEED KNOWLEDGE MANAGEMENT
A CLOSER LOOK AT HOW KNOWLEDGE MANAGEMENT (KM) SUPERCHARGES
ONE OF THE FASTEST GROWING CHANNELS IN CUSTOMER SERVICE