Live Chat Benchmark Report 2019

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Live Chat Benchmark Report 2019

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Chapter 11

Mobile Chats

Average of 80,000 chats per month

While AI has been an increasingly noisy topic over the past few years in contact centers and customer service, 2018 appears to be the year where AI went from trend to reality.

Comm100 launched its first chatbot in 2017. Our data from that year showed that our chatbot was able to handle 20% of its interactions from start to finish without an agent.

In 2018, we upgraded our bot by adding Natural Language Processing (NLP) and machine learning capabilities, making it smarter, more conversational, and more powerful.

Adoption of our second-generation bot has been strong, with promising results. At 59% our bot is involved in more than half of all chat interactions – handling 26.65% of total chats from start to finish without the need for an agent, a solid 6.65% increase from last year.

Chatbots are now fielding an average of 80,000 chats per month. In one of our most successful use cases, an insurance company’s chatbot fields 80% of their total chat requests and has earned a satisfaction rating of 100% from its customers.

In January 2019 we released our third-generation AI-powered chatbot, adding even more power, flexibility, and integration. As a result of this upgrade we expect to see the number of chats handled by bots to increase exponentially in 2019.

My eyes went straight to this section because AI truly is at the forefront of the minds of so many customer service professionals. While there is fear that bots are going to eliminate customer service jobs, we also know that many customers don’t want to contact customer service at all. They’d much rather self-solve. I’d venture a guess that of those 26.65% of chats that the bot was able to handle from start to finish, the customer satisfaction on those chats was through the roof. Given the nature of machine learning, I completely agree with the prediction that bot effectiveness will continue to increase in 2019.

Jeremy Watkin
Director of CX, FCR