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It is estimated that by 2020, approximately 85% of interactions that customers will make with businesses will be through chatbots. The reason being that bot helps to get rid of the human weakness of round the clock services.
According to research done by Gartner, it is said that AI will be a mainstream customer experience investment in the next couple of years. It is also expected that about 47% of organizations will use chatbots for customer care and 40% will deploy virtual assistants.
Chatbots are on the rise. More and more industries are going to use them to automate the business processes. Not only industries, different verticals in an organization are implementing to deliver superior customer service and improve customer experience. It is indeed transforming the way businesses communicate with their customers and prospects.
There is no doubt that chatbots are going to the mainstream across sundry business functions. Automation is going to make the foundation stronger and will overcome all the chatbot challenges faced by the organization. Thus, it is vital to understand the business requirements and accordingly implementing bots will have a greater impact on the customer journey and experience.
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