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Next-Generation
Mortgage Document Management
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1. Bradley, Anthony J. Gartner, “Brace Yourself for an Explosion of Virtual Assistants,” August 10, 2020
2. Conversocial, “ Fourth Edition: The State of Customer Experience Trends Report 2020," 2020
3. Drift, “The Ultimate Guide to Chatbots," 2020
4. Everest Group Research, “Driving Enterprise Chatbot Adoption,” 2018
5. Forrester, “Prioritize Personalization When Choosing Conversational Chatbot Platforms To Reap Rewards,” April 2019
6. IBM, “Digital Customer Care in the Age of AI,” 2018
7. Helpshift, “State of Customer Service Automation,” 2019
8. Juniper Research, Chatbots to Deliver $11BN in Annual Cost Savings for Retail, Banking and Healthcare Sectors by 2023," July 3, 2018
9. InsiderIntelligence.com, “How Do Internet Users Worldwide Feel About Interacting with Chatbots/Virtual Agents?,” July 2020
10. Intercom, “Where chatbots are headed in 2021,” November 19, 2019
11. LivePerson, “Powering conversations for one of the world’s leading HR services platforms
12. OpusResearch, “Data Show How Chatbots Help Businesses Perform Better and ImproveCustomer Experience,” December 3, 2018
Sources
Next-Generation Mortgage
Document Management
to Delight Your Customers
Use Chat Automation
Improve user experience
Using chatbots helps businesses...
Conduent's Success with Virtual Agent Technology
Today's customers increasingly prefer digital interactions. Why?
... But tread carefully
of users think chatbots are difficult or even annoying
Scroll down
Simplicity
Accessibility
Speed
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Be more
productive
Gain efficiencies
+ cost savings
“Driven by the transformation to the digital workplace, enterprise
Our bots resolve customer inquiries in an
average of 3 minutes
vs. 10 minutes with live representatives.
Our chatbots are
2-3x more efficient
than traditional voice channels.
Improve user experience
of chatbots assist customer service operations
of firms find chatbots/virtual agents useful or very useful for personalizing customer interactions
77%
89%
BACK
Be more productive
of routine customer questions (in some industries) can be handled by chatbots
80%
62%
of firms cite “more productive agents” as a top benefit of chatbots that can personalize CX
Gain efficiencies + cost savings
hours saved by businesses and consumers by 2023
2.5B
saved globally in
the banking industry by 2023
$7.3B
saved globally in
the insurance sector by 2023
$1.3B
Improve user experience
Be more
productive
Gain efficiencies
+ cost savings
Learn more
would make messaging their primary customer support channel if it meant getting an immediate response
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of internet users say 24-hour service is the best chatbot feature
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of people don't like speaking with live agents
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17%
chat requests
goes unanswered, creating a service gap
1 in 5
Regardless, more and more people want efficient 24/7 service, and that’s hard to deliver without the help of virtual agents.
What's next for chatbots?
There's no CX future that doesn't include chatbots and other virtual agents
Now
of consumers want to see more companies using chatbots
35%
2022
75%
of the global workforce will be comprised of millennials by 2025, accelerating the preference for virtual assistants
2025
50%
of knowledge workers will use a virtual assistant on a daily basis
70%
of white-collar workers will interact with conversational platforms on a daily basis
Click on an item to read more
37%
Customer Support
41%
Sales
Today, chatbots are most commonly used for:
Where could your company implement virtual assistants?
17%
Marketing
Speed
Accessibility
Simplicity
83%
64%
32%
Scroll down to learn more
Learn more
Learn more
Learn more
Learn more
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BACK
BACK
interest in chatbots is accelerating
as a result of the need to deliver on the twin mandates of user experience and productivity.”
- Everest Group
Conduent's Success with
Virtual Agent Technology
Our chatbots are
2-3x more
efficient
Our bots resolve customer inquiries in an average of
3 minutes
than traditional voice channels
vs. 10 minutes with live representative
Be more productive
of routine customer questions (in some industries can be handled by chatbots
80%
62%
of firms cite "more productive agents" as a top benefit of chatbots that can personalize CX
BACK
Gain efficiencies + cost savings
hours saved by businesses and consumers by 2023
2.5B
BACK
saved globally in the banking industry by 2023
$7.3B
saved globally in the insurance sector by 2023
$1.3B
Improve user experience
Learn more
Be more
productive
Learn more
Gain efficiencies
+ cost savings
Learn more
1. Bradley, Anthony J. Gartner, “Brace Yourself for an Explosion of Virtual Assistants,”
August 10, 2020
2. Conversocial, “Fourth Edition: The State of Customer Experience Trends Report 2020," 2020
3. Drift, “The Ultimate Guide to Chatbots," 2020
4. Everest Group Research, “Driving Enterprise Chatbot Adoption,” 2018
5. Forrester, “Prioritize Personalization When Choosing Conversational Chatbot Platforms
To Reap Rewards,” April 2019
6. IBM, “Digital Customer Care in the Age of AI,” 2018
7. Helpshift, “State of Customer Service Automation,” 2019
8. Juniper Research, "Chatbots to Deliver $11BN in Annual Cost Savings for Retail, Banking and Healthcare Sectors by 2023," July 3, 2018
9. InsiderIntelligence.com, “How Do Internet Users Worldwide Feel About Interacting with Chatbots/Virtual Agents?,” July 2020
10. Intercom, “Where chatbots are headed in 2021,” November 19, 2019
11. LivePerson, “Powering conversations for one of the world’s leading HR services platforms"
12. OpusResearch, “Data Show How Chatbots Help Businesses Perform Better and ImproveCustomer Experience,” December 3, 2018
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