Amie C.

Amie C.

Creative writer /UX designer @proactivesystem

Chatbot預計於2022年為企業節省超過630億成本

譯者 :Amie Chan   日期:2017年8月1日

Chatbot是精密的人工智能系統 (A.I.),能夠與用戶進行流暢的對話,並有望於未來大量取人類繁複瑣碎的工作。瞻博研究 (Juniper Research) 將Chatbot定義為:「以促進與用戶溝通和互動而設計的電腦程式,當中可能包括從這些互動中觸發的自動化流程。」

Chatbot對於日常生活的影響力不容忽視,能夠支援不同的行業,從簡單的銀行交易到醫療保健查詢皆能應用。瞻博網絡 (Juniper Networks預測,Chatbot今年便能為企業節省1.5億港元,而到了2022年,其所能夠節省的成本每年將高達630億港元。


銀行與金融業變革時機成熟,客戶服務面臨挑戰


瞻博研究(Juniper Networks指出,與其他行業相比,銀行業是現時較適合使用ChatBot以改進客户服務的行業。銀行業每天需要處理大量簡單而基本的查詢,如「我的結餘是多少?」和「我的電費帳單什麼時候到期?」,而引入Chatbot 則能有效舒緩現時客户服務的壓力。

 

由於現時客戶對服務質素的追求日漸提升金融服務業客戶忠誠度下降業界必須以更方便快捷的新方案突圍而出。瞻博網絡(Juniper Networks指出,大型金融機構已經對Chatbot產生興趣,但與其他行業相比,金融業在引入Chatbot上需要面對不少挑戰,尤其是如何引導客人建立使用Chatbot查詢的習慣。若反應良好,更可考慮未來善用Chatbot推廣其他金融產品。

 


若想深入了解更多有關Chatbot的分析和評估,可瀏覽:https://www.proactivesystem.com.hk/

來源:Juniper Networks


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