80% of Businesses Want Chatbots, 0% of Sales/Support Personnel
There are many benefits of using chat bots for support and most businesses recognize that.
A new survey out from Oracle, in fact, reveals 80 percent of respondents either already used or planned to use chat bots (the interactive functionality within apps, live chat, email and SMS that behave much like humans) by 2020.
The survey also indicated that business decision makers are turning to the broader umbrella of automation technologies (which includes chat bots) for positions and processes such as sales, marketing, and customer service. More importantly, however, is that forty-two percent these automation technologies in these areas will be what most improves their brands customer experience, and 48% said that they already use automation technology for these business functions, with 40% planning to implement some form of automated technology in the future.
The potential impact of automation technology on labor costs is undeniably immense. Although complete automation of the customer service workforce is not likely (or certain), automating some customer management and sales positions may result in considerable savings. Research from Public Tableau, for example, found that twenty-nine percent of customer service positions in the US could be automated through chat bots and other tech, translating to billions in savings from annual salaries and other additional workforce costs like health insurance.
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