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Proportion of retail banks who offer a chat and a chatbot in France 2018-2019

While there is a notable 10 percent increase in the offer of a chat feature from 2018 to 2019, the contact channels through chatbot have also grown significantly by 31 percent. Thus, the implementation of chat options for French retail banks in 2018 and 2019 would ideally have the ability to effectively answer questions asked by customers and other professionals. Chatbots, when effective, can improve customer service productivity and reduce operational costs.

Share of retail banks who offer a chat and a chatbot as a customer service in France in 2018 and 2019

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Source

Release date

July 2019

Region

France

Survey time period

April to May 2019

Number of respondents

21 respondents

Special properties

Retail banks

Method of interview

Panel survey

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