Customers are also increasingly comfortable with automated tools – 69% of banking customers are willing to use AI to improve experiences, up from 60% in 2021. Recent Salesforce analysis shows that the first touchpoint for most customers is digital – 78% of banking customers initiate relationships on a website or app. This year, 58% of customers used chatbots for simple customer service and 65% used self-service portals.ĭuring the pandemic, consumers became accustomed to conducting their financial needs online. Last year, customers using Salesforce Service Cloud tools - including automation and self-service tools such as AI-powered chatbots - saw a 30% increase in customer satisfaction and more than 27% increase in agent productivity, customer retention, and case resolution.* New chatbot innovations for industries help accelerate productivityĬhatbot technology has surged during the pandemic with self-service becoming increasingly popular, according to recent Salesforce research. But with today’s macroenvironment creating staffing shortages and strained resources, companies need to be able to do more - deliver more personalization and exceptional experiences - with less.Īutomation and self-service technologies can give businesses across all industries a significant productivity boost, generate cost savings, and an increase in customer satisfaction. New multilingual chatbots, intelligent conversation mining, and pre-built industry chatbot templates will help drive efficiency and customer satisfaction.Įighty-eight percent of consumer and business buyers say the experience a company provides is just as important as its products or services - the highest it’s ever been.Companies report more than 27% increase in case resolution, customer loyalty, and agent productivity with Service Cloud innovation.
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