Do you need to integrate a chatbot into your business?

Do you need to integrate a chatbot into your business? Here is a comment from Ilya Smirnov, Usetech’s AI expert

Generative AI technologies can take your business to the next level, increase its efficiency and reduce costs. If you are still in doubt about whether to implement one of the AI technologies – chatbot, we share with you a comment from one of Usetech’s experts:

«The application of AI technologies is now being widely developed: perhaps in every area of human life. For example, let me give you an example of chatbot creation that I was involved in. A company in the insurance industry wanted to create its own chatbot using AI. A feature of this project was the complete absence of chat, and the entry point of the request was in the voice channel. As a result, it was decided to configure a first-line support bot to improve the quality of service and relieve the call center.
In the final phase of the project, the chatbot completely closed 30% of requests in automatic mode without operator intervention, and another 35% of requests only required operator confirmation due to the specifics of the insurance business. Of the remaining 35%, the chatbot correctly redirected about 80% of customers to the operator, making mistakes in only 20% of cases. As a result, the average time to resolve a request requiring operator intervention was reduced from several hours to 10-15 minutes.»

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