In the news – w/c 09th July
We explore the top stories from the customer service industry, from developments in humanizing artificial intelligence to the global chat bot market.
Chatbot market to reach $1.34billion by 2024
The Chatbot Market is set to grow from its current market value of more than $250million to over $1.34billion by 2024, according to a new research report by Global Market Insights.
The global chatbot market is highly competitive as both start-ups and multinational firms are continuously involved in R&D activities to develop advanced technologies, driving the market growth. Read the full story here.
ANZ bank latest company to employ ‘digital human’
A new digital assistant named Jamie has been launched by the ANZ bank on their website. Jamie, starts work this week to help customers with some of their general banking queries.
The digital assistant was developed in partnership with Soul Machines, which has made a name globally in humanising artificial intelligence. Read the full story here.
Brands falling short on real-time customer analytics
A new study from the Harvard Business Review has revealed that companies are failing to utilise customer analytics, despite research finding that it can significantly increasing business growth, customer retention and loyalty.
The report found that almost three-quarters of US firms had recently increased spending on real-time customer analytics solutions in the past year, with half stating that it had improved their understanding of the customer journey. However, only 22 per cent of firms said that they are effectively translating the data into timely actionable insight. Read the full story here.