Starter Guide for AI Chatbots

Discover how better customer experiences can become reality with conversational AI.

This whitepaper explores the critical facets of implementing AI chatbots, shedding light on their transformative impact on operational efficiency, cost optimization, and customer satisfaction. Commentary from AI and digital transformation professionals at OpenText, KPMG, Emergn, and Digital Automation and Robotics gives examples of what an AI chatbot can do for businesses, why businesses are turning to conversational AI solutions, and how AI can be adopted safely and ethically.

✔️ Delivering an improved customer experience, faster.

✔️ Aligning AI strategy with business goals and outcomes.

✔️ Innovating with Conversational AI to meet customers’ needs.

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Companies mentioned in this whitepaper

This whitepaper is a comprehensive guide for businesses navigating the transformative landscape of AI chatbots. Generative AI is here to stay and those that seize the opportunity will reap the rewards. This whitepaper clearly shows a trend that businesses who adopt AI solutions such as an AI chatbot are getting ahead, winning customers, and improving operational efficiency

Leon GordonFounder and CEO, Onyx Data

GenAI and AI collectively have taken the world by storm. As with most accelerating technologies and innovations, our clients are asking us how to think about AI and the opportunities and risks that it represents. Globally, CEOs are responding to this opportunity. In the KPMG 2023 CEO Report, 70% of CEOs agree that despite economic uncertainty, generative AI (GenAI) is their top investment priority. One of the top areas of interest around GenAI and AI more broadly, is often on improving Customer Experience while doing so more effectively and efficiently.

Julio HernandezGlobal Customer and Operations Lead, KPMG

General chatbots like ChatGPT offer some level of utility and novelty for both businesses and consumers, harnessing general internet knowledge. However, businesses can reap the real benefits of AI chatbots by integrating them with their enterprise knowledge repositories and business systems to provide rapid contextual responses to employee and customer queries. These specialized AI chatbots increase employee productivity and reduce frustration for customers by getting them the answers they need, when they need them, with the minimum amount of input.

Scott RichardsSVP of Software, OpenText

If you consider technology a cost, your mindset is framed toward 'technology pain'. Instead, think 'technology gain' where your investment in an AI-powered conversational chatbot will pay for itself many times over. Over 53% of customers feel they wait too long to get business replies. A rockstar AI chatbot can be available 24/7 to meet your client's digital needs when you are not. With 86% of consumers saying they would happily engage with an AI-powered chatbot to get the answers they want in their time, this is a demand you need to meet.

Kieran GilmurrayCEO and Founder, Digital Automation and Robotics

The challenge with KPIs and ROI on chatbots is that the thinking is wrong. Motivating a one-time investment in a chatbot that should pay off itself in a defined period is a solution looking for a problem. The real power isn't in shoehorning new KPIs to justify their existence but in leveraging them to supercharge the metrics you're already focusing on. The key is not to invent new metrics for chatbots but to align their performance with the critical indicators already driving business success.

Fredrik HagstroemChief Technology Officer, Emergn

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