Infographic 2019 02 Chatbots-r3 - MindTouch · 2019-06-25 · 101 West Broadway, Ste 1500 San...

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hps://www.ibm.com/blogs/watson/2017/10/10-reasons-ai-powered-automated-customer-service-future/ hps://www.gartner.com/doc/3748968/plan-crical-shiſts-customer-interacon hps://www.youtube.com/watch?v=HcqpanDadyQ hps://hbr.org/2017/01/kick-ass-customer-service hps://www.gartner.com/doc/3879492/market-guide-conversaonal-plaorms hps://www.juniperresearch.com/analystxpress/july-2017/chatbot-conversaons-to-deliver-8bn-cost-saving hps://www.contactcenterworld.com/view/contact-center-arcle/the-economics-of-call-center-turnover.aspx hps://hbr.org/2017/01/kick-ass-customer-service hps://www.facebook.com/business/success/globe-telecom hps://www.gartner.com/en/newsroom hp://www.earley.com/no-ai-without-ia SOURCES AS THEY APPEAR HEADQUARTERS 101 West Broadway, Ste 1500 San Diego, CA 92101 USA WEB mindtouch.com SALES / SUPPORT (619) 795-8459 ---- READ THE WHITEPAPER and why knowledge management is crical to their success CHATBOTS 101 For an in-depth guide to chatbots and the elements of KM that make them beer, read our whitepaper: IN MANY WAYS, KM IS THE SECRET TO DELIVERING BETTER CHATBOT ROI THIS MAKES KNOWLEDGE MANAGEMENT A CRUCIAL COG . . . 99% OF AI INITIATIVES IN I.T. SERVICE MANAGEMENT WILL FAIL DUE TO LACK OF A KNOWLEDGE MANAGEMENT FOUNDATION. — GARTNER A STRONG KNOWLEDGE FRAMEWORK need to develop a framework that supports chatbots by capturing, organizing, and curating organizational knowledge. COMPANIES WITHOUT FOUNDATIONAL DATA STRUCTURES CHATBOT ALGORITHMS HAVE NOTHING TO RUN ON makes it easier for chatbots to match user intent to the exact piece of information a user needs BOTS ARE ONLY AS GOOD AS THE INTELLIGENCE 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 COSTS BY RELIEVING PRESSURE ON AGENTS AND FREEING UP BANDWIDTH B2C B2B - $ 7 - $ 13 — PER INTERACTION — THE AVERAGE COST OF A 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 PER EMPLOYEE CAN BE AS HIGH AS $31, 416 — IN A 300 SEAT INBOUND CENTER — CHATBOT CONVERSATIONS ARE POISED TO DELIVER $8 BILLION IN COST SAVINGS BY 2020 04 % have deployed conversational interfaces to help 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 ANSWER QUESTIONS, WHICH PROVIDES AN EASY 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 CUSTOMER INTERACTIONS WILL BE HANDLED WITHOUT 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

Transcript of Infographic 2019 02 Chatbots-r3 - MindTouch · 2019-06-25 · 101 West Broadway, Ste 1500 San...

Page 1: Infographic 2019 02 Chatbots-r3 - MindTouch · 2019-06-25 · 101 West Broadway, Ste 1500 San Diego, CA 92101 USA WEB mindtouch.com SALES / SUPPORT (619) 795-8459----READ THE WHITEPAPER

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

SOURCESAS THEY APPEAR

HEADQUARTERS101 West Broadway, Ste 1500San Diego, CA 92101USA

WEBmindtouch.com

SALES / SUPPORT(619) 795-8459

----

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