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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