A chatbot is the preferred interface for brands to get in touch with their users.
It’s a robot chat that imitates human conversations through voice commands, text chats, or both. It’s a virtual conversation in which one party is an online talking robot.
In recent years, the growth in popularity of chatbots has been the result of the amount of research poured into its underlying technology. Some of the best artificial intelligent chatbots are created from a demand for better service and more efficient management. These AI-powered bots are now being integrated in various industries such as payments, banking, customer service and even pure personal amusement (telling the weather, making flight reservations or purchasing products).
These chatting bots are accessible to an abundant amount of users, which opens doors to an endless amount of opportunities.
The birth of chatbots developed from the curiosity of whether a robot can really fool any human into believing that it is also human. Although bot technology has been around for decades, machine-learning has been improving dramatically due to the heightened interest from key Silicon Valley powers.The real challenge for companies today is to propose a technological innovation at the service of use. Because without use, any technology can be as sophisticated as it is vain. More than ever, technology must be used and exploited to serve each individual wishing to feel privileged and to be assisted whenever he/she wants. Data is one of the keys to personalization.The market for this conversational and engagement tool is expected to grow by more than 37% over the next 4 years (Orbis Research). Nearly 3 billion people are already using an instant messaging application and, according to Marketer, 65% of the population will have recourse by 2019. These applications are the playground of chatbots, which have multiplied for more than a year, there were more than 33,000 on Facebook.
Of course, this first generation of chatbots have often been implemented in a logic of “trial and error” and, to be honest, not all bring decisive value to their users. But these first steps have made it possible to take the measure of the potential and to see that, for e-commerce, chatbots create a real break. “40% of mobile interactions will be supported by bots” (Gartner).
Here are several benefits for businesses and consumers:
|For the company||For the user|
|Time-saving trick and efficiency on low value-added queries to free adviser for more complex tasks.||A unified customer experience because everything happens on one interface. There is no break.|
|A differentiating factor to increase its digital competitiveness against other competitors that don’t offer this service.||Time-saving trick because it is no longer necessary to wait for hours on the phone to speak to an after sales service.|
|The individualization of the customer relationship for a personalization of the experience and for a time of reactivity decorrelated hours of work.||A contact facilitated by a fun experience. The contact is taken very quickly from any terminal.|
|The recovery of smart data to qualify its customer database and adapt its offer accordingly.||Free & easily accessible form of communication.|
|The multiplication of the contact points since the chatbots are multi-Os and multi-devices.|
|A proximity factor to improve brand / customer affinity.|
|Cost-efficient compared to a more traditional service.|
The possibilities for advancements in chatbots are endless and waiting to be developed. As AI continues to grow in technological achievements and intelligence, chatbots can affect more than just the individual.
Chatbots for businesses will continue to improve in the coming years. Chatbot architecture and design will evolve to the point that interactive AI will become common in everyday life with the numerous applications for chatbots across a variety of sectors.
2017 has been the year of ripening and improving chatbots. As technological improvement continues. Bots capable of communicating in natural language will become more efficient. Also, the advent of micro-payment has occurred. In order to offer a seamless shopping experience, brands and Facebook are working to offer payment directly in Messenger.
With chatbots, the deal changes radically. A payment becomes a natural element: fully integrated, the concept of “invisible payment” becomes a reality.
In 2018, voice will become the preferred channel of communication between brands and consumers. Siri, Echo … Voice assistants will bloom and gradually return to our homes and cars.
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