The year 2019 has been the year of huge technological changes. We are already seeing artificial intelligence, machine learning, voice assistants, and chatbots penetrating our daily lives and bringing positive changes.
With increased competition, customer satisfaction has become one of the top priorities for organizations. To mitigate customer attrition, more companies are now installing chatbots in their customer service departments as they provide 24/7 customer service and are able to handle multiple customer queries.
Although chatbots have some disadvantages, the many advantages far outweigh them. We share six trends that will change the future of companies in the coming years.
1) Chatbots with more AI-driven experience
Chatbots are increasingly becoming more AI-driven. One recent example is that of the Bank of America’s AI-driven virtual assistant, Erica, which has more than six million users. Erica helps users with transactions such as balance inquiries and money transfers.
2) Chatbots having more voice-based programs
Sometimes customers may leave a conversation when they realize they are not conversing with a human. This phenomenon will see a dramatic decrease as more voice-based programs become available. These voice-based assistants are designed to not only sound more human but act more human, which will enable customers to engage more comfortably.
3) Better use of ML
Machine learning language, along with AI, is making a change in the technological world and thanks to this, chatbots will become smarter and will be able to interact better with users.
4) Chatbots vs Apps
It has been noted that users depend more on chatbots to get the latest news or to interact with a brand or business. They are also able to integrate multiple apps into a single app and ultimately boost customer experience and automate business tasks.
5) Deeper customer insights
Chatbots will provide deeper customer insights as they can store more customer data. These insights help organizations plan their respective operational or marketing strategies. A recent study showed that 80% of business operations will have chatbot automation in the next year.
6) Multilingual chatbots
Multilingual chatbots provide increased customer satisfaction as they can communicate with customers in their preferred languages. Deep learning plays a crucial role in building this conversational AI. The information extraction, response generation, invoking the right action, and speech recognition are some of the essential elements needed to build conversational AI.
Chatbots have significantly gained popularity with consumers, as they offer immediate resolution to queries. Some industries have been slow to introduce them within their customer service departments as they have found some difficulty in the integration process, but thanks to technological advancements that are aimed at enhancing chatbots, they will soon become a great conversation partner for humans.
Keep your communication with your customers strong and personal and most importantly, engage with them in THEIR channel of choice. You can easily do this using the hi.guru conversational platform and ultimately enhance customer experience by using responsive chatbots and other tools. It all starts by consolidating your existing communication channels into one and ensuring a better response time, a better resolution and a happier customer. Ask us more about creating a chatbot that’s just right for you.