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The current discussion on chatbots is at a crescendo. Industries from retail to healthcare all plan to include chatbots in 2017. But does adding AI to your service delivery workflow deliver a positive ROI?
Inbenta, a Foster City, Calif.-based natural language chatbot and search platform company, released a report showing proof that leveraging AI and NLP (Natural Language Processing) solutions such as chatbots in enterprise organizations add significant value to the organisation.
It commissioned Forrester to interview Inbenta customers that had implemented Enterprise Search, the InbentaBot, and Support Ticketing solutions. It then performed subsequent financial analysis on their organizations.
The study showed that a composite organization based on all the customers interviewed would experience benefits of $7.1 million over three years compared to costs of $1.4 million. It calculated a net present value (NPV) of $5.6 million with a ROI of 390 percent.
It showed that by implementing its solution, 60 percent of customer service support issues could now be solved by self-service chatbots.