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.