The Inner Circle Guide to Chatbots, Voicebots & Conversational AI

Web chat automation has stalled. Rules-based bots have hit their ceiling. And customers are arriving with more complex issues than ever.

Drawing on surveys with over 400 UK & US contact centers, this independent research by ContactBabel, supported by Afiniti, examines why traditional automation has stalled and what AI-enabled chatbots and voicebots can do that their predecessors couldn’t. From reducing excessive wait times to improving voice self-service and cutting the $12B annual cost of customer authentication, the report maps the business case, the implementation path, and the pitfalls to avoid.