IBM Contact Center AI | Customer Service Assessment Q2

Question 2

Are you currently using automated customer service technology to provide 24x7x365 support?

Yes. We use a virtual assistant to handle a majority of Tier 1 support.
Yes. We use an IVR system to handle the majority of Tier 1 support.
Yes. We have implemented a virtual assistant but only to handle a small percentage of queries.
We’re starting to implement but not live yet.
No. But we are interested and exploring options.
No. We don’t plan to offer automated self-service in the future.

Virtual agents will save businesses more than $8 billion per year by 2022, a massive increase from the $20 million estimated for 2017.

$8 billion

Virtual agents will save businesses more than $8 billion per year by 2022, a massive increase from the $20 million estimated for 2017.

Source: https://www.juniperresearch.com/press/press-releases/chatbots-a-game-changer-for-banking-healthcare

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This assessment and the results it generates are provided for information purposes only. IBM does not guarantee that any revenue or savings will result from the deployment of any particular product or solution as every customer is different and licensing and pricing policies can, and do, periodically change. IBM is not responsible for any damage arising out of the use of, or otherwise related to, this assessment or the information included in it.