Other companies' results, with their sources and their corrections.
None of this is our work. Where a figure could be traced to a primary source it is here with a link; where it could not, it is gone.
Three organisations published enough to be worth reading: Klarna, IBM and Uber. All three also published what went wrong, which is the part most write-ups leave out.
- 01
Customer support
ReadKlarna automated two thirds of its chats, then rehired people for the complex cases.
- 02
Knowledge systems
ReadIBM AskHR answers 94% of common HR questions without escalation. Uber's Genie saved 13,000 hours at a 48.9% helpfulness rate.
- 03
Document processing
ReadNo third-party figure here survived its source, so this field carries our approach instead.
- 04
Lead qualification
ReadThe conversion numbers that used to sit here came from vendor marketing. Our approach instead.
- 05
Voice
ReadWhere a phone line earns its place, and where it costs you the call.