Chatbots In The Contact Center - The Experts Weigh In
Are chatbots the new CX reality -- or just hype?
- 69% plan to consider AI technology (including bots) this year
- 50% will make bots an investment priority during the next 2 years
- Only 6% believe bots will eliminate live agents
- 22% believe AI will be used internally to improve agent performance
- 49% believe bots will improve agent productivity by improving routing and handling transactional matters