Creating a Chatbot Business Case

The hype has passed, but it's still an important question to ask: do I really need a bot? Like websites and apps, millions have been spent on fixing problems that don't exist. Expectations for bots in customer care were extremely high, while in practice there is a lot of disappointment. You cannot expect a bot to automate 90% of customer interactions. For customer care, you should consider a safe 10–15% automation success using a bot.