Chatbots could save businesses billions of pounds a year with banking and healthcare expected to be the biggest sectors to benefit.
Chatbots are already being used by many organisations in customer-facing situations, such as responding to customer queries. Their effectiveness at dealing with queries more efficiently and at a lower cost could save $8bn (£6bn) in costs every year across global business by 2022, analysts at Juniper Research forecast.
“We believe that healthcare and banking providers using bots can expect average time savings of just over four minutes per enquiry equating to average cost savings in the range of $0.50-$0.70 per interaction,” said researcher Lauren Foye.
Chatbots are also being adopted by companies for employee-facing communications and this area is set to grow over the next few years.
Speaking at the AI Summit London, Marc Lien, director of digital development and applied science at the Lloyds Bank, said the bigger impact of chatbot technology was in “augmenting” service by helping staff internally.
“Chatbots actually for me have a bigger power, not in the customer facing side, but on the colleague facing side,” he said.
“Helping to bring together the entirety of the knowledge base of the institution, to a colleague where and when they want it in a conversational manner is extremely powerful and is actually a really good and positive message for colleagues about how to embrace this technology and not fear it.
Learn more about chatbots for internal communications at smileexpo where Sharon O’Dea will be leading the session the Rise of the Bot in Internal Comms.