Customers’ expectations are shifting – they want authentic and personalised communication experiences with brands. The problem? Current volumes of incoming communication make it hard to stay intimate with each customer. Chatbots have become a ‘balancing act’ towards delivering more personalisation without large budget increases. And they have already won over younger users – 69% prefer this medium for instant communication.
Businesses that were quick to embrace chatbots are now seeing significant pay-offs in terms of employee productivity, lower administrative costs and higher revenues.