As all Chatbots are designed to fulfil a distinct role and operate in specific circumstances, the value of the savings they generate often differs too. At Inform, we can help you calculate how much a Chatbot will save your organisation by examining a range of factors, including average call volumes and enquiry type, amongst other things.
In the meantime, we can look to other available case studies for an idea of how much businesses and public sector organisations are saving through their bots.
A good example is Amtrak’s ‘Ask Julie’ Chatbot (OverThink Group). Designed to be the perfect customer service representative, Julie answers more than 5,000,000 enquiries every year, saving $1,000,000 in customer service costs annually. This calculates as an 800% ROI. Julie has also been credited with a 25% jump in bookings and, impressively, of increasing the value of bookings by 30% through programmed upselling.
A second valuable case study comes from Charter Communications, another US-based business. Their Chatbot was built to reduce live chat volume, as the company was handling approximately 200,000 live chats a month. A remarkable 38% of these chats were the result of forgotten usernames and passwords. Within the first six months of deployment, the Charter Communications Chatbot successfully reduced live chat volume by 83% and generated an ROI of 500% (OverThink Group).