During this pandemic, a wide variety of businesses and organisations across different industries have demonstrated the value of utilising chatbots to manage unprecedented customer enquiry volumes.

Dock9, the digital solutions agency, is a leading advocate of the increased adoption of chatbots within the banking, mortgage and insurance sectors. It recently conducted research to assess the current or future adoption of automated/AI chatbots from such firms.

Dock9 will be holding a webinar on 22 May which will discuss what a chatbots is, how businesses can assess whether their firm needs one and then outline the steps needed to build such a function. To register for free, please click here.

Mark Lusted, managing director, commented: “Recent announcements from both Nationwide Building Society and TSB have shown the value of chatbots to manage unprecedented customer enquiry volumes; and allow customer service teams to focus on enquiries and customers that require more handholding or are potentially vulnerable.

“During our Dock9 Tech Talks podcast, we have discussed chatbots at length with our interviewees and it seemed timely to host a webinar on this topic too to help inform those wishing to know more about this evolving technology.

“None of us has a crystal ball, but our survey shows that using chatbots to build contingency within customer service propositions will be a priority across financial services once we have managed and assessed the immediate and medium term impacts of the pandemic on the industry.”