chatbots - Synthetix

Call Deflection Through AI Chatbots

Áine McInerney — Mon, 21 Mar 2022 12:23:29 +0000

According to IBM, businesses across the world spend over $1.3 trillion on 265 billion customer service calls each year. But what if a significant percentage of these calls could be dealt with by other means? By contact channels that are cost-efficient and user-friendly? In this article, we explore how call deflection is achieved using AI chatbots.

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Enhancing CX With Multilingual Chatbots

Áine McInerney — Thu, 03 Mar 2022 11:27:45 +0000

A study revealed that 75% of consumers said they were more likely to purchase goods and services if the corresponding product information is in their native language.

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6 Advantages Of Chatbots In Customer Service

Áine McInerney — Tue, 24 Aug 2021 15:32:43 +0000

Traditionally, when it comes to online customer service a chatbot might not be what initially springs to mind. In the past chatbots have been seen as a ‘thing of the future’ or novelty rather than a catalyst to excellent customer service and CX.

Fast forward to the 2020s and attitudes could not be more different. Chatbots in customer service as quickly being an essential tool that both companies rely on and customers look for when embarking on their online journeys.

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What are Chatbots?

Áine McInerney — Wed, 21 Jul 2021 13:34:09 +0000

Chatbot usage has become the everyday norm for most customers, with 67% of us using chatbots within the last year. So why are chatbots so integral to customer service? And what is it about customer service chatbots that consumers favour over other channels?

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8 Reasons You Need a Chatbot For Your Website

Áine McInerney — Mon, 25 Jan 2021 10:08:33 +0000

Today, customers expect on-demand, instant access to answers. They want seamless escalation between channels and would prefer to self-serve if there’s an option to do so.

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The 8 Biggest Chatbot Mistakes That Are Costing You Money

Áine McInerney — Wed, 20 Jan 2021 15:46:15 +0000

In recent years, chatbot technology has taken CX by storm, with the global chatbot market expected to reach $1.25 billion by 2025 , growing at a CAGR of 24.3%. Today, website visitors can expect to be greeted by a chatbot during their online journey. No longer are chatbots seen as novelty toys, but an expectation for many customers.

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Conversational Chatbots: The Fundamentals For CX

Áine McInerney — Mon, 23 Nov 2020 13:09:23 +0000

Technological advances and a significant rise in customer expectations have seen chatbot usage skyrocket in CX. In recent years, businesses have identified the value of adopting AI-powered technologies such as conversational chatbots – but how does this impact customer service? In this article, we explore the origins of conversational AI, different types of chatbots, adoption and implementation.

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Contact Centre Chatbots: Why Are They Critical to CSAT?

Áine McInerney — Thu, 05 Nov 2020 15:38:27 +0000

With digital transformation and AI adoption within customer service becoming increasingly popular, we ask: Is now the time of the contact centre chatbot? This article explores how chatbots compliment contact centres by improving CSAT, agent satisfaction and efficiency.

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AI Chatbots in Customer Service: A History

Áine McInerney — Wed, 16 Sep 2020 16:30:16 +0000

An AI chatbot is a software application hosted online and built with the intention to deliver direct, valuable two-way conversations with users. Today, chatbots are most commonly used by companies to facilitate online customer service, simulating agent assisted channels and providing customers with resolutions.

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