Chatbots on the increase in Australia

Chatbots are on the rise in Australia
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Chatbots on the increase in Australia

The latest research by Fifth Quadrant has revealed that businesses using a chatbot as part of their overall customer experience is expected to increase from 2% to 14% in 2018. This coincides with the preference for the telephone channel finally showing signs of decline, albeit much slower than was originally forecast. Currently 71% of customer interactions are still handled over the phone and this is expected to decline to 63% in 2019.

Chatbots, and more broadly self-service, is definitely on the agenda for most businesses this year with 38% of organisations currently offering self-service with that number expected to jump to 53%.

If you don’t know your chatbot from a Virtual Assistant and would like to know more about Artificial Intelligence in CX we’ve got a category stacked full of articles that are aimed to educate and inspire, not sell. We’ve also got a great article on how AI is going to directly impact call centres along with a few tips on how to get started.

To purchase a copy of the full 2018 Australian Contact Centre Industry Report visit Fifth Quadrant who are kindly offering a 10% discount to CX Central readers.

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Justin Tippett
I've been working in the contact centre/CX industry for close to 30 years and I unashamedly still love it.

I'm the founder of CX Group Australia, a group of businesses that provide a range of products and services to those working in the CX industry, and for businesses looking for resources, support and services to improve their Customer Experience.

You can also catch me on my CX Hustle Podcast on iTunes where I cover CX & Contact Centres for businesses and CX professionals.