Top Highlights

• There are numerous research reports by Gartner, Forrester or Deloitte suggesting that by 2020 the consumers will manage 85% of their relationships with an enterprise without ever interacting with a human. It is quite obvious that conversational interfaces will become an important part of our daily lives even now. Capitalism relies on and enforces e...
• that there is an important milestone we need to reach before we can all make a good living from the Bot business:
• We need to get an average of three bots in front of consumers as soon as possible, in order to create a “bot awareness.”
• 80% of the questions represented only 20% of the whole knowledge base. Customers were basically asking the same questions over and over. Almost all of the problems were either about account credentials or computer and modem settings. Perfect candidates for a self-service tool to solve.
• It is hard to think this is either sustainable or preferable where all three sides of the triangle are unsatisfied and I believe that this is precisely where the Bot revolution started the disruption within the customer support center universe.