Chatbots on the increase in Australia

Chatbots are on the rise in Australia
Press 1 to share, Press 2 to - ah never mind :)

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.

Justin Tippett - The CX Judge on FacebookJustin Tippett - The CX Judge on LinkedinJustin Tippett - The CX Judge on Twitter
Justin Tippett - The CX Judge
Chief Editor & Founder | CX Central
I'm a call centre 'lifer' who is passionate about the industry and helping individuals and businesses on their CX journey.

My other businesses include CX Connect - the smart sourcing solution for businesses, CX Consult - the call cetre health check specialists and ItsMyCall - Australia's CX & Contact Centre jobs website launching in late 2018.

You can also check out my CX Judge Podcast on iTunes where I'll be discussing all things CX with some of the best minds in the industry.