It is estimated that by 2020, approximately 85% of interactions that customers will make with businesses will be through chatbots. The reason being that bot helps to get rid of the human weakness of round the clock services.
According to research done by Gartner, it is said that AI will be a mainstream customer experience investment in the next couple of years. It is also expected that about 47% of organizations will use chatbots for customer care and 40% will deploy virtual assistants.
Chatbots are on the rise. More and more industries are going to use them to automate the business processes. Not only industries, different verticals in an organization are implementing to deliver superior customer service and improve customer experience. It is indeed transforming the way businesses communicate with their customers and prospects.
- Talking bots – In 2020, chatbots will become vocal. Yes! You heard it right. Instead of typing in any query, the customer will more likely speak to a bot on the other end in order to get any kind of assistant. This is because of the fact that voice experiences are becoming mainstream, and even the latest chatbot technology is voice-activated like Alexa or Google Home.
- Replacing Mobile Apps – According to Gartner, by 2021, 50% of businesses will spend more on creating a chatbot rather than on developing a traditional mobile application. The app market is indeed becoming saturated by the day and it does make sense for larger organizations to focus on AI-powered workflows for their business strategy.
- Chatbots will be more human – According to a new research report by Global Market Insights, by 2024, the overall market size for chatbots worldwide would be over $1.3 billion. The chatbot industry will at the end become the driving force of any business communication. As technology advances, bots will become more intelligent to understand the conversations and the intent of the queries. If one looks into the chatbot stats of how businesses are adopting AI-based technologies, there are still some challenges to implement chatbots successfully. Companies using AI still find chatbots are not perfect. It has a long way to deliver a greater impact.
- Automated call centers – Automated call centers are expected to become a reality in 2020 as AI is leading the revolution of chatbots. The reason being, AI along with national language processing will make it possible for chatbots to be intelligent enough to assist customers like human beings.
There is no doubt that chatbots are going to the mainstream across sundry business functions. Automation is going to make the foundation stronger and will overcome all the chatbot challenges faced by the organization. Thus, it is vital to understand the business requirements and accordingly implementing bots will have a greater impact on the customer journey and experience.