For large B2C businesses, reducing costs through increasing the share of service interactions handled without human intervention is a top priority. Research suggests that customers are on board with this – Forrester finding the share of customers self-serving via web increased from 67% to 74% in 2014, with the percent using virtual agents increasing from 28% to 55% over the same period. Deploying virtual agents or chatbots offers greatest scope for increasing the overall share of self-service from current levels. A survey by Personetics found that 14% of financial institutions believe chatbots are'ready for prime time' with another 62% stating they believe chatbots are an exciting opportunity which will become a reality in 1-2 years. Over 60% expect over 25% of current conversations to be handled by a chatbot in the relatively near term.