In the past decade, we have seen the emergence of several AI technologies. And one of the most significant one among them are chatbots. In the last few years, we have not only seen the emergence of AI chatbots but
First Call Resolution (FCR) is an indispensable metric for contact centres to measure and improve. Research conducted by Ascent Group suggests that 60% of companies measuring FCR for a year or longer reported improvements of up to 30% in their
The adoption of chatbots in enterprises has grown exponentially in the last decade and today, we can see organizations of all sizes using bots for a variety of use cases and functions. A report by Markets and Markets shows that
From customer support, business intelligence, service management, lead generation to information retrieval, chatbots have gained widespread adoption across functions. The reason why organizations are actively embracing bot technology is that chatbots not only have several high value business use cases
CRMs and the adoption problem Less than 40% of businesses have a CRM adoption rate over 90% - CSO Insights. One of the biggest challenges organizations face with Customer Relationship Management (CRM) platforms is the low usability and adoption rates.
One of the key factors for creating better conversational user experiences (CUX) and driving chatbot user adoption is the chatbot personality. Having the right personality enables the chatbot to conduct human-like, rich, personalized and relatable conversations with users and establishes