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.
Whilst AI can be dated back to the 1950s when Turing famously invented the Turing Test, the first ever chatbot, ELIZA was introduced in 1966, followed by a series of ‘chatterbots’ in the 1990s. This wave of chatbot technology was not created to support customer service, rather they were tested by audiences to develop bot intelligence.
For a detailed history of AI chatbots, click here.
Today, chatbots are considered a must-have tool belonging to the wider customer service toolkit, facilitating not only customer support but lead generation, sales and growth. Therefore, it is not just customer service teams that value chatbots but also Sales and Marketing.
However, when it comes to selecting chatbot software and the subsequent implementation process, a surprising number of companies get it wrong. The results of which can be detrimental and include unnecessarily high overheads, poor CSAT and damaged brand reputation.
So, how can you ensure that the chatbot solution you select and your roll-out method works effectively for your company, achieving goals that surround:
This article addresses the common mistakes that all too many companies make when it comes to chatbots, offering advice as to how they can be avoided: