CHATBOTS AT THE SERVICE OF CUSTOMER EXPERIENCE
Posted: Thu Jan 16, 2025 10:03 am
Consider that in 2016, approximately 1.6 billion people used messaging apps integrated with chatbots. According to data compiled by Blake Morgan, this number is expected to increase to 2.8 billion by 2018.
45.8% of people nowadays prefer to contact companies via messaging, instead of using email. The same study shows that 51% of people believe that a company should be available 24 hours a day, 7 days a week.
80% of financial institutions worldwide see chatbots as an opportunity, while only 2% think they are threats. vietnam whatsapp data
Chatbots meet these constraints very well. Indeed, they do not require any human intervention, while they can provide you with personalized answers at any time. We can therefore imagine that their impact on customer service will not be without leaving traces...In education, chatbots can be used to provide information to students. For example, at Georgia State University, their chatbot can text new students to help them successfully transition to college.
Many banking institutions can also use these intelligent robots. Among others, Wells Fargo has tested its own on Facebook Messenger. The goal is to provide virtual assistance to the bank's customers. They will therefore be able to instantly know where the nearest ATM is, how much money they have in their account, etc.
For its part, Bank of America launched its chatbot "Erica" in 2016. This tool, which will be available at the end of this year, will allow Bank of America customers to obtain personalized and instant financial advice via text or voice message.
45.8% of people nowadays prefer to contact companies via messaging, instead of using email. The same study shows that 51% of people believe that a company should be available 24 hours a day, 7 days a week.
80% of financial institutions worldwide see chatbots as an opportunity, while only 2% think they are threats. vietnam whatsapp data
Chatbots meet these constraints very well. Indeed, they do not require any human intervention, while they can provide you with personalized answers at any time. We can therefore imagine that their impact on customer service will not be without leaving traces...In education, chatbots can be used to provide information to students. For example, at Georgia State University, their chatbot can text new students to help them successfully transition to college.
Many banking institutions can also use these intelligent robots. Among others, Wells Fargo has tested its own on Facebook Messenger. The goal is to provide virtual assistance to the bank's customers. They will therefore be able to instantly know where the nearest ATM is, how much money they have in their account, etc.
For its part, Bank of America launched its chatbot "Erica" in 2016. This tool, which will be available at the end of this year, will allow Bank of America customers to obtain personalized and instant financial advice via text or voice message.