Experts predict that 85% of customer interactions will be handled without human agents in 2021, the vast majority of those handled by chatbots and virtual assistants.
Why? The traditional means of servicing customers struggle to provide the type of experience that modern consumers demand. Customers now expect a faster, more engaging, and personalised level of service than ever before.
Chatbots, or Digital Employee's as they’re also called, is capable of having thousands of simultaneous conversations with a variety of different users.
That’s a lot of information gathered about your customers’ needs and wants.
In a world that’s ruled by data, that information is a golden opportunity to improve the way you interact and engage with both potential and existing customers.
As consumer behaviours change and become more digitally orientated, retailers must evolve the way they interact with and support their customers, or risk being left behind.
Leading retailers are turning to artificial intelligence and automation to streamline customer service processes amidst a growing increase in digital based customer enquiries.