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Here’s How You Measure the ROI from Chatbots

5 minutes, 6 seconds read

IBM reports that globally businesses spend over $1.3 trillion/year to handle roughly 265 billion customer calls. Chatbots spring up to minimize the expenditure on handling customer queries, especially the most redundant ones.

It’s quite common for businesses to assess the return on investment before adopting new technology.

However, ROI from chatbots may vary according to the purpose it serves. For example, an insurance chatbot ROI differs from that of an HR chatbot. Here are certain parameters to consider for calculating the return on investment from chatbots.

#1 Average Human Live-chat Cost

The total number of tickets raised per month and the number of agents involved gives an idea of the average price per contact.

According to Help Desk Institute, the average cost/minute for a live chat is $1.05, while the average cost per chat session is $16.80. Assuming an organization handles 10,000 chats in a month, the cost incurred sums up to $168,000/month.

Depending on the number of people involved and their compensation, you can calculate the amount you’re spending on your organization’s customer support. Here’s a salary reference, which can be used in further calculations.

sample customer support operational cost

The salaries mentioned are referred from Job Futuromat 2019 wrt 12 months, 18 working days, 8 hours.

The actual operational cost also depends on material resources invested like office space, conveyance, communications, gadgets, etc. You can consider these aspects on your chatbot ROI calculator.

#2 Bot Installation Cost

The phases of bot installation cost involves brainstorming sessions, integration, and training both bots and agents.

During kick-off sessions, stakeholders discuss the scope of the bot, define goals and responsibilities, and make a project plan. After this, programmers and managers integrate the bot on the organization’s website and other platforms. Customizing the bot according to the client’s support cases covers the bot training phase. Testing the bot and training agents to use it are also factored into the ‘bot’ installation costs.

According to Ometrics, the average development charge for a chatbot may range from $1,000 to $5,000. But, this is a one-time charge, and after that the bot-developer may bill for maintenance charges.

chatbot roi calculator: installation cost

If the chatbot requires a higher level of customization, then the bot-developer may also claim additional charges. Also, the number of days spent for bot installation varies according to industries and organizations.

#3 Gains through Bots

Here we’re assuming all the customer queries are routed through the bot and it is accurate 50% of the time. Out of the 50% queries handled by a bot, if half of them are self-served and the remaining required human intervention, then monthly gains from the bot can be-

chatbot roi calculator: gains from chatbot

You can find the exact cases and accuracy from your bot’s analytics dashboard.

#4 Monthly Maintenance Cost

Like humans, bots also require human assistance for its successful operation. Its monthly maintenance cost is a summation of the organization’s human resources it needs and developer’s charges. Here, let’s assume a chatbot maintenance fee, which ranges from $100 to $1,000 a month. Similar to the bot development charges, maintenance fees vary according to bot capabilities.

chatbot roi calculator: montly maintenance cost

#5 Chatbots Return on Investment Calculation

The return on investment is a ratio of benefit from the investment to the cost of investment. It evaluates the efficiency of an investment. Mathematically, ROI = (Current Value of Investment – Cost of Investment) / Cost of Investment.

Since chatbots incur a one-time development cost and recurring monthly maintenance cost, here’s the chatbot ROI calculation from both perspectives.

Chatbot ROI during the first month: This includes the bot installation charges. 

For the above case,

ROI = (Gains through bot – Installation charge – maintenance charge)/(installation charge + maintenance charge)

ROI = ($63,000 – $9,292 – $3,647)/($9,292 – $3,647)

ROI = 3.9 or 390%

Chatbot ROI after the first month: This excludes the bot installation charges. 

For the above case,

ROI = (Gains through bot – maintenance charge)/(maintenance charge)

ROI = ($63,000 – $3,647)/($3,647)

ROI = 16.3 or 1630%

Using this method, you can build your own chatbot ROI calculator considering your own business parameters.

NLP and AI-powered chatbots can yield a better return on investment. For instance, Religare has incorporated a service chatbot on its Web portal and WhatsApp integration to handle customer queries. It has resulted in 10 times more customer interaction and 5 times more sales conversion.

Conclusion

For the above case, where bots are able to handle 50% of customer queries, there’s a direct 50% capital gain to the organization. The human-time saved can be utilized for more productive tasks, which can eventually accelerate the organization’s productivity. 

Powerful bots result in better success rates for customer facing operations. For example, Diageo’s iDia chatbot has led to a 55% drop in help desk tickets. 

Here are more enterprise chatbot use cases.

Researchers predict that by 2025, chatbots will accomplish more than 90% of the B2C interactions. Also, chatbots can cut operational costs by more than $8 billion per year in the next three years.

AI Chatbot in Insurance Report

AI in Insurance will value at $36B by 2026. Chatbots will occupy 40% of overall deployment, predominantly within customer service roles.
DOWNLOAD REPORT

We specialize in developing industry-specific AI-powered chatbots. Drop us a word at hello@mantralabsglobal.com to learn more.

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Enhancing digital patient experience with healthcare chatbots

5 minutes read

Chatbots are fast emerging at the forefront of user engagement across industries. In 2021, healthcare is undoubtedly being touted as one of the most important industries due to the noticeable surge in demand amid the pandemic and its subsequent waves. The Global Healthcare Chatbots Market is expected to exceed over US$ 314.63 Million by 2024 at a CAGR of 20.58%.

Chatbots are being seen as those with high potential to revolutionize healthcare. They act as the perfect support system to agents on the floor by providing the first-step resolution to the customer, in terms of understanding intent and need, boost efficiency, and also improve the accuracy of symptom detection and ailment identification, preventive care, feedback procedures, claim filing and processing and more.

At the outset of the COVID-19 pandemic, digital tools in healthcare, most commonly chatbots, rose to the forefront of healthcare solutions. Providence St. Joseph Health, Mass General Brigham, Care Health Insurance (formerly Religare), and several other notable names built and rolled out artificial intelligence-based chatbots to help with diagnostics at the first stage before a human-human virtual contact, especially while differentiating between possible COVID-19 cases and other ailments. The CDC also hosts an AI-driven chatbot on its website to help screen for coronavirus infections. Similarly, the World Health Organization (WHO) partnered with a messaging app named Ratuken Viber, to develop an interactive chatbot for accurate information about COVID-19 in multiple languages. This allowed WHO to reach up to 1 billion people located anywhere in the world, at any time of the day, in their respective native languages.

For Care Health Insurance, Mantra Labs deployed their Conversational AI Chatbot with AR-based virtual support, called Hitee, trained to converse in multiple languages. This led to 10X interactions over the previous basic chatbot; 5X more conversions through Vanilla Web Experience; Drop-in Customer Queries over Voice Support by 20% among other benefits.

Artificial Intelligence’s role in the healthcare industry has been growing strength by strength over the years. According to the global tech market advisory firm ABI Research, AI spending in the healthcare and pharmaceutical industries is expected to increase from $463 million in 2019 to more than $2 billion over the next 5 years, healthtechmagazine.net has reported. 

Speaking of key features available on a healthcare chatbot, Anonymity; Monitoring; Personalization; collecting Physical vitals (including oxygenation, heart rhythm, body temperature) via mobile sensors; monitoring patient behavior via facial recognition; Real-time interaction; and Scalability, feature top of the list. 

However, while covering the wide gamut of a healthcare bot’s capabilities, it is trained on the following factors to come in handy on a business or human-need basis. Read on: 

Remote, Virtual Consults 

Chatbots were seen surging exponentially in the year 2016, however, the year 2020 and onwards brought back the possibility of adding on to healthcare bot capabilities as people continued to stay home amid the COVID-19 pandemic and subsequent lockdowns. Chatbots work as the frontline customer support for Quick Symptom Assessment where the intent is understood and a patient’s queries are answered, including connection with an agent for follow-up service, Booking an Appointment with doctors, and more. 

Mental Health Therapy

Even though anxiety, depression, and other mental health-related disorders and their subsequent awareness have been the talk around the world, even before the pandemic hit, the pandemic year, once again could be attributed to increased use of bots to seek support or a conversation to work through their anxiety and more amid trying times. The popular apps, Woebot and Wysa, both gained popularity and recognition during the previous months as a go-to Wellness Advisor. 

An AI Wellness Advisor can also take the form of a chatbot that sends regular reminders on meal and water consumption timings, nutrition charts including requisite consultation with nutritionists, lifestyle advice, and more. 

Patient Health Monitoring via wearables 

Wearable technologies like wearable heart monitors, Bluetooth-enabled scales, glucose monitors, skin patches, shoes, belts, or maternity care trackers promise to redefine assessment of health behaviors in a non-invasive manner and helps acquire, transmit, process, and store patient data, thereby making it a breeze for clinicians to retrieve it as and when they need it.

Remote patient monitoring devices also enable patients to share updates on their vitals and their environment from the convenience and comfort of home, a feature that’s gained higher popularity amid the pandemic.

A healthcare chatbot for healthcare has the capability to check existing insurance coverage, help file claims and track the status of claims. 

What’s in store for the future of chatbots in Healthcare? 

The three main areas where healthcare chatbots can be particularly useful include timely health diagnostics, patient engagement outside medical facilities, and mental health care. 

According to Gartner, conversational AI will supersede cloud and mobile as the most important imperative for the next ten years. 

“For AI to succeed in healthcare over the long-term, consumer comfort and confidence should be front and center. Leveraging AI behind the scenes or in supporting roles could collectively ease us into understanding its value without risking alienation,” reads a May 2021 Forbes article titled, The Doctor Is In: Three Predictions For The Future Of AI In Healthcare. 

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