Better chatbots provide more value
Posted: Sat Dec 07, 2024 5:33 am
Starting variables
starts with:
the hourly wage of a call center representative
average duration of a customer service call
how many calls the center receives per month
and find out the average cost of a customer service call for your organization. If a representative earns $20 per hour and the average support call is 5 minutes, the average cost of each support call is $5.
then add the value of a chatbot. Identifying the philippines mobile phone number right expectation can be tricky – we've seen many customers vastly overestimate and underestimate the value of a chatbot.
The added value depends on several factors:
the similarity between customer service calls (repetitive calls = greater added value of a chatbot).
The complexity of your chatbot (dumber bot = less added value)
at botpress, our customer success team sits down with customers and prospects to help them identify realistic value estimates.
Calculate the roi
for our example, we will assume that a call center receives 3,000 calls per month and that its chatbot will answer 2,000 calls per month. The chatbot will save your company 2000 x 5 (number of calls x price per call) every month, which adds up to $10,000.
This number will grow as the company expands: instead of hiring 3-5 people, they can hire 1-2 to handle the same volume of calls when assisted by the chatbot.
Calculate the roi of an internal chatbot for employees
green and pink shapes and dots on white checkered background.
Internal chatbots are typically hr or it bots, but they can cover a wide range of actions between employees.
Calculating the roi of an internal chatbot is almost identical to that of a customer service chatbot, with one key difference: including the salaries of both employees.
While a customer service bot's roi calculation will include the time and cost of a call center employee, an internal bot will include the time and cost of both the hr or it representative and the employee using its services. .
Starting variables
starts with:
the hourly wage of the hr representative and the average employee requesting their services
the average duration of an hr interaction, including the total communication time (for example, including time spent between other parties, such as when an hr representative consults an accountant or manager).
How many interactions occur per month that can be managed by the chatbot
this last step will require some reflection on what services can be taken over by ai. Vacation requests or policy queries may be handled by an ai chatbot, but sensitive conversations probably not.
Data-driven design
identifying the right use cases is essential to designing a high-value internal chatbot. Identify the pain points that require the most time on both sides to get the most impact from the chatbot.
starts with:
the hourly wage of a call center representative
average duration of a customer service call
how many calls the center receives per month
and find out the average cost of a customer service call for your organization. If a representative earns $20 per hour and the average support call is 5 minutes, the average cost of each support call is $5.
then add the value of a chatbot. Identifying the philippines mobile phone number right expectation can be tricky – we've seen many customers vastly overestimate and underestimate the value of a chatbot.
The added value depends on several factors:
the similarity between customer service calls (repetitive calls = greater added value of a chatbot).
The complexity of your chatbot (dumber bot = less added value)
at botpress, our customer success team sits down with customers and prospects to help them identify realistic value estimates.
Calculate the roi
for our example, we will assume that a call center receives 3,000 calls per month and that its chatbot will answer 2,000 calls per month. The chatbot will save your company 2000 x 5 (number of calls x price per call) every month, which adds up to $10,000.
This number will grow as the company expands: instead of hiring 3-5 people, they can hire 1-2 to handle the same volume of calls when assisted by the chatbot.
Calculate the roi of an internal chatbot for employees
green and pink shapes and dots on white checkered background.
Internal chatbots are typically hr or it bots, but they can cover a wide range of actions between employees.
Calculating the roi of an internal chatbot is almost identical to that of a customer service chatbot, with one key difference: including the salaries of both employees.
While a customer service bot's roi calculation will include the time and cost of a call center employee, an internal bot will include the time and cost of both the hr or it representative and the employee using its services. .
Starting variables
starts with:
the hourly wage of the hr representative and the average employee requesting their services
the average duration of an hr interaction, including the total communication time (for example, including time spent between other parties, such as when an hr representative consults an accountant or manager).
How many interactions occur per month that can be managed by the chatbot
this last step will require some reflection on what services can be taken over by ai. Vacation requests or policy queries may be handled by an ai chatbot, but sensitive conversations probably not.
Data-driven design
identifying the right use cases is essential to designing a high-value internal chatbot. Identify the pain points that require the most time on both sides to get the most impact from the chatbot.