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EXECUTIVE Q&A

How does chatbots affect customer service efficiency?

Chatbots can increase the customer service efficiency in two ways. First, chatbots are independently able to reply to most common questions presented to customer service agents. According to some experts' estimations, these repetitive questions can construct up to 80% of all  customer service contacts. Thus, having a chatbot frees up customer service resources to more challenging and complex tasks, theoretically up to 80%. Even if the chatbot wouldn't be able to have the conversation from start to finish, it still frees up customer service agent's time, as the customer's problem is already presented when the agent joins the conversation.

Second, after the customer service agent takes over the conversation, the chatbot can act as an intelligent assistant for the agent. The chatbot suggests replies to visitor's messages, freeing up the customer service agent from the tasks of looking up and writing the answers.

 

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