I’m Kelsey and welcome to an all new season of Social in 60 seconds. Bots are everywhere – no – not the Will Smith iRobot kind – I’m talking about chatbots.
These are those helpful little popups you see on most enterprise level websites today. The difference is – where they used to have a Live person behind the chat, they are now being powered by intelligent algorithms. Even the industry leader in chat “LivePerson” is now using bots powered by IBM Watson
Surveys show that on bots:
- 63% of respondents prefer messaging an online chatbot to communicate with a business or brand
- Chatbots will power 85% of customer service by 2020
- Top benefits of chatbots are 24-hour service (64%), instant responses to inquiries (55%) and answers to simple questions (55%).
- By 2022, chatbots will help businesses save over $8 billion per annum
- 80% of businesses want chatbots by 2020
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