AI and Chatbots Can Help Organizations Meet Rising Customer Expectations

  • “U.S. companies have been slow to adopt AI technology; only 2.8% use machine learning, according to a U.S. Census Bureau report.
  • As of January 2020, 88% of Strayer students surveyed who interacted with Irving agreed that the chatbot helped them solve their issue easily, and 92% of them were likely to recommend Irving to other students.
  • Irving was trained to try to answer any incoming question three times before referring the student to a human. As of September 2019, just over 7% of the conversations have had to be transferred to staff members.“

https://hbr.org/sponsored/2020/12/ai-and-chatbots-can-help-organizations-meet-rising-customer-expectations

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