Dock9: 69% of firms considering using chatbots
According to a survey by digital business solutions agency Dock9, 69% of financial services businesses are considering the use of automated chatbots to enhance their customer service propositions.
The survey was issued in conjunction with Dock9’s launch of an upcoming webinar on 22 May.
This webinar will discuss what chatbots are, and help businesses assess whether they need one, while outlining the steps needed to build such a function.
Mark Lusted, managing director at Dock9, said: “Recent announcements from both Nationwide Building Society and TSB have shown the value of chatbots to manage unprecedented customer enquiry volumes and allow customer service teams to focus on enquiries and customers that require more handholding or are potentially vulnerable.
“During our Dock9 Tech Talks podcast, we have discussed chatbots at length with our interviewees and it seemed timely to host a webinar on this topic too to help inform those wishing to know more about this evolving technology.
“None of us has a crystal ball, but our survey shows that using chatbots to build contingency within customer service propositions will be a priority across financial services once we have managed and assessed the immediate and medium term impacts of the pandemic on the industry.”