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
Chief Editor & Founder | CX Central
I've been working in the contact centre/CX industry for close to 30 years and I unashamedly still love it.

As well as founding CX Central, my other businesses include CX Connect - the smart sourcing solution for businesses, CX Consult - the call centre health check specialists, CX Skills - contact centre training specialists and FlexibleJobs.com.au - A new website that helps you find the perfect job to suit your lifestyle.

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