2025 / Journal article
Methods for assessing the economic efficiency of implementing AI–based chatbots for customer experience management
E. V. Mishchenko, M. I. Yarantseva, D. N. Verzhykovskyi, S. A. Ghazaryan
Read at the original sourceBusiness application · Eugene Mischenko
How should a business evaluate a customer-service chatbot?
Start with a defined support task and follow it through to resolution. Include human review, transfers, repeated contacts and corrections in the operating cost. A team comparing two configurations should give them the same request mix and service expectations.
What to measure: Cost per resolved request, resolution quality, repeat contact and review time.
Bibliographic reference
E. V. Mishchenko, M. I. Yarantseva, D. N. Verzhykovskyi, S. A. Ghazaryan. Methods for assessing the economic efficiency of implementing AI–based chatbots for customer experience management. Entrepreneur’s Guide. 2025. 22-31. https://doi.org/10.24182/2073-9885-2025-18-2-22-31