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Wednesday, October 28, 2020

IBM Study on the Efficacy of Chatbots

But AI is still in action, especially in speeding simpler customer interactions:

IBM study highlights rapid uptake and satisfaction with AI chatbots  in AINews

A study by IBM released this week highlights the rapid uptake of AI chatbots in addition to increasing customer satisfaction.

Most of us are hardwired to hate not speaking directly to a human when we have a problem—following years of irritating voicemail systems. However, perhaps the only thing worse is being on hold for an uncertain amount of time due to overwhelmed call centres.

Chatbots have come a long way and can now quickly handle most queries within minutes ....

Link to the IBM Study 'The value of virtual agent technology'  Which they are now using as a term for chatbot customer assistants.  Is this AI?

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