Use bots to automate conversations across channels
As channels multiply, the number of real-time conversations grows. In fact, it’s estimated that by 2022, there will be 28.5% more real-time interactions than there are today. That kind of growth can seem unmanageable, especially if your agents already struggle to meet call volumes.
Plus, you have to consider budget. While adding more agents to the payroll is an option, at some point it becomes too expensive. After all, agents cost 25 to 75 times more than a self-service system.
Recent chatbot developments let you bridge that gap. Self-service has moved beyond automating routine tasks—especially with chat or messaging app channels. This allows you to take pressure off your agents while improving customer experience. Genesys AI powers self-service bots for personalised, customer-first service.