Page 89 - Are You Future Ready?

Chapter One - To Know the Present
Through the Past

The customer service chatbot, in particular, has developed

rapidly in recent years.

Harvard Business Review found that nearly a quarter of
companies were unable to respond to inquiries within 24

hours, and another quarter could not respond in time due
to inadequate manpower; these companies might miss
business opportunities as a result. IBM estimated that the
world’s corporations received up to 265 billion customer

inquiries each year and the processing cost could be as
086 much as USD1.3 trillion. Chatbots can significantly reduce 087
the response time by 99%, the time for solving each basic
question is reduced from 38 hours to 5.4 minutes; a market

research company, HubSpot, also said that chatbots can
reduce a company’s customer service expenses by 30%.

Since Facebook opened the Messenger bot on the instant

messaging software Messenger to application developers,
the number of chatbots available on Messenger has
increased from 10,000 in 2016 to 30,000 in 2018.

You may think that this new technology is only welcomed