Performance Check on Chatbots in E-Commerce and Banking

This technical report evaluates the performance of AI-powered chatbots in the e-commerce and banking sectors. It outlines the effectiveness of these chatbots in handling customer interactions, revealing that while e-commerce chatbots achieved a 100% resolution rate for customer issues, banking chatbots demonstrated a 75% effectiveness in conversational aptitude. The report highlights significant gaps in human escalation processes and platform integration, which disrupt the customer journey in both industries. Additionally, it presents statistics indicating that only 8% of customers globally have used chatbots during their recent service interactions. The report further discusses expectations versus execution in customer experience (CX), noting that 85% of service interactions are projected to be AI-driven by 2025. The findings suggest that while chatbots are designed to enhance CX, there are notable challenges that need to be addressed to meet customer expectations effectively.