InfographicMeet Taylor: The Impressive Resume of a Chatbot

11 Sep 2017

From financial services to the airline industry, 2017 is being hailed as the year of the chatbot. Learn how a chatbot’s capabilities stack up to traditional ways of servicing customers in this resume-style infographic — and discover how your organization can build its own virtual agent to innovate your customer experience.

Accessibility note: The infographic is translated after the graphic.

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Infographic text included for screen readers:

Taylor

Virtual agent extraordinaire

Powering the next wave of digital business, I help businesses cut costs, increase efficiencies and deliver superior customer experiences.

In high demand

  • 81% of consumers demand improved response time from businesses.
  • 51% of consumers say a business needs to be available 24/7
  • 80% of businesses want chatbots by 2020.

The data doesn’t lie — today’s buyers are looking for more digital ways to engage with businesses. In fact, 60.5 million Americans will engage Siri, Cortana or other virtual assistants at least once a month in 2017. Additionally, 80% of businesses want chatbots by 2020, placing my skills in high demand.

Work experience

  • Financial advisor
  • Customer service representative
  • Diabetes health coach
  • Personal stylist
  • IT support
  • Travel agent

Chatbots like me aren’t bound by any particular line of business. As long as you have a customer-facing role that needs innovation, I help drive immersive interactions with your business that lead to increased brand loyalty and revenue.

Key strengths

  • Hundreds to thousands to millions of requests handled instantaneously
  • 24/7, around-the-clock work
  • Ability to boost customer satisfaction scores by 1000%
  • Can automate 30% more tasks done by contact center staff
  • Ability to work with human counterparts if necessary to bridge communication gaps
  • Can automatically enhance my features every 2–3 weeks

Where my skills are needed most

Although I can thrive in all types of businesses, some key industries will significantly benefit from chatbot usage. A majority of mobile users are demanding chatbot interactions in:

  • Financial services 63%
  • Retail 67%
  • Travel & hospitality 57%

Top benefits of chatbots like me

  • Convenient access to business and services
  • Reduced acquisition costs
  • Quick adoption
  • Inexpensive to build
  • Improved efficiencies
  • A differentiated experience that meets customer demands

Sources:

  • Business Insider. (2016, Dec. 14). 80% of Businesses Want Chatbots by 2020.
  • Carroll, E. and Phelps, S. (2016, Aug. 31). Knowledge and Agility Are Key to Customer Experience Analytics. IBM.
  • eMarketer. (2017, May 8). Alexa, Say What?! Voice-Enabled Speaker Usage to Grow Nearly 130% This Year.
  • Maruti Techlabs. (2017, April 21). Can Chatbots Help Reduce Customer Service Costs by 30%? Chatbots Magazine.
  • OpenMarket. (2017). The Stats About Chatbots.
  • Sherman, J. (2016, Dec. 14). Chatbots: A Guide for Brands. HuffPost.
  • Ubisend. (2016). 2016 Mobile Messaging Report.