76% of contact centers use chatbots to improve performance, says Botco.ai

ARIZONA, UNITED STATES — The majority, or 76%, of contact centers leverage chatbot technologies in their operations to improve their performance, said conversational marketing platform Botco.ai. 

In its latest study, Botco.ai revealed that contact centers increasingly rely on intelligent chat solutions to speed up their response times and enhance customer interactions. 

Leveraging chatbot technology also provides a multitude of benefits for contact centers. The most significant is reduced customer call time, according to 51% of contact center professionals surveyed. 

At the same time, 50% of respondents said that chatbots have smooth handoffs to human representatives, 44% said that chatbots deflect calls and help reduce workloads, while 28% stated that chatbots help improve key metrics like average time to answer and customer satisfaction.

These benefits are also not lost on the contact centers that do not use chatbots at their place of employment. Among the 19% of respondents who are not leveraging chatbots in their operations, 31% are looking to implement some form of conversational AI soon.

Meanwhile, when asked what specific technology features they are looking for when evaluating a chatbot or automated solutions, 47% of respondents said that they prioritize trainable intelligence, 42% are searching for simple deployment, and 39% are seeking conversational proficiency.

“Contact centers are increasingly turning to AI-powered conversational marketing solutions in order to complement their team of live agents,” said Botco.ai Co-founder and CEO Rebecca Clyde.

“As a 24/7 digital workforce, chatbots are a cost-effective technology solution that not only benefits contact center employees but also the customers who are reaching out for support.”