Could investing in a chatbot strategy help reduce the cost to serve? Please share your experiences.

ChatBot s have almost become a commodity. It’s not a big investment anymore. With a very small investment ,you can serve your customer better . If you have a bot builder u can use it for many other use cases , such as , campaigns, HR automation and stuff like that

A bot can add value and provide call deflections /cost savings/incremental revenue if it is a worthwhile experience that does more than dump a customer into an existing path creating a longer experience. The quality, placement, and breadth of your intent flows, inline or deep link experiences should correlate to reduced agent escalations, a higher first contact resolution, and ultimately a viable self-serve weapon. The vendor cost per call/chat and sales close rates compared to the incremental and sunk chatbot costs and sales capabilities give you an idea of your firms profitability. Expect bot to be 60% as effective as chat for call deflections at the start.

If you have some “typical reason for the call” that can be solved with a bot, this is a worthy tool, but from my perspective, I will be cautious in using intensively as people get mad speaking with a bot (for specific or concrete issues). And that can affect your NPS.