2014 Chatbots Journey mapping Virtual Agent 
ProProfs Blog
JUNE 14, 2019
34% of companies are implementing “customer journey mapping” into their customer service. In 2017, 35% reported reaching out on social channels, up from 23% in 2014 and 17% in 2012. 30% of US consumers rate chatbot interactions as “very effective” in dealing with customer service issues. American Express.
Comm100
FEBRUARY 16, 2018
Companies also plan on achieving this top priority for 2018 by creating or optimizing automated self-service experiences (such as through intelligent customer knowledge bases and Chatbots), and improving customer journey mapping. For example, Whole Foods’ Chatbot on Facebook Messenger helps visitors find recipes.
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