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 - The CX Judge
Chief Editor & Founder | CX Central
After first stumbling into a call centre at 18, I'm eternally grateful for the opportunities and experiences that working in the CX/call centre industry has provided me.

My passion is now helping individuals and businesses on their CX journey whether its to learn more, optimise operations, shape the strategy or just to get inspired with new and alternative ways to deliver a great CX.

My CX ecosystem consists of a range of businesses including CX Connect - helping businesses with call centre outsourcing, CX Consult - specialist call centre and CX consulting and ItsMyCall - Australia's CX & Contact Centre jobs website launching in August 2018.

In my spare time, I squeeze in some sport and I love to create videos that no one watches.