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.

Totally depends on the service delivery model. If customer product journey is mostly self Service model, Chatbot can be a workforce disruptor. If in the process of purchasing a human intervention is barrier then it can backfire as well…

Providing chatbox is a necessity now to complement and embrace technology. You could not run away from the cost incur. Having chatbox is another mode of getting info in a faster way regardless of time rather than to wait for a support during normal hours.

Bot technology can increase efficiency in customer service interaction, as you can drive low-value and repetitive inquiries thru an RPA, increasing the response time and reducing the effort human admin dedicates to these low motivation chores. When the implementation case is purely based on cost reduction, the projects can easily fail, as it requires a strong process automation design, data management strategy, UX investment, continuous improvement of the service.