The ability to provide automated interaction with customers by chat has been available for years. The power and potential of today’s chatbots offers a wide array of customer service and technical support opportunities. For many companies the question is not if they should deploy chatbot automation for technical support, but rather, how to make chatbots successful. In 2020 ServiceXRG conducted a study to assess the use and effectiveness of chatbots for support.  Here are the highlights:

Overview of Findings

• Over two-thirds (68%) of responding companies currently use chatbots for technical support.
• 88% of companies indicate current or planned use of chatbots within the year.
• Chatbot session satisfaction is 44.5%.
• 60% of chatbot sessions are considered successful.
• 40.7% of chatbot sessions deflect cases from assisted channels.

To request a full copy of the findings please send a request to research@servicexrg.com

Do you currently use, or plan to use a chatbot for technical support within the next year?

88% of companies indicate current or planned use of chatbots within the year.

What are the top benefits that you expect from offering a chatbot?

Companies that plan to use chatbots in the future expect the chatbot to provide answers to customers or direct customers to the best qualified resource if an answer cannot be provided.

What is the primary criterion for chatbot success?

Nearly half of companies (46.2%) rely on direct customer feedback to determine chatbot success.  The remainder determine chatbot success by measuring transactional events (no escalation to a human, session ends).