In an age dominated by the Internet and advanced AI technology the phrase “Hi, how can I help you today?” would sound familiar to everyone. These chatbots are programmed tools that can chat or reply with another person in a way it feels natural.
The replies these chatbots send can be as simple as responding to a text with the script at hand. Otherwise, it also can be as complex as using machine learning to personalize each text as they send.
There are two types of chatbots based on their ability to function
Fixed chatbots: These types of chatbots are not so popular. This is because of their limited functionality when it comes to responding. They are pre-programmed to send a generic reply as a response to the specific message. They cannot deviate from their programming. They are useless when complex queries come their way.
AI chatbots: They can be also called the complete version of chatbots. With the advent of AI and machine learning these chatbots were able to become more personal with the person they are chatting with.
Why Do We Need a Chatbot?
A bot developed for the sole purpose of chatting may sound redundant at first. But they have some significant advantages which we humans don’t have, unfortunately. Chatbots are available round the clock and whenever needed. They don’t have fixed work hours and can provide help in an instant.
This erases the frustration a customer faces while waiting for a support executive. Unlike humans, chatbots don’t have a limit to how many people they can engage at the same time. For humans, the limit is one. Chatbots with their ability to handle many queries at once save the company a lot of time and money. They also help to attract more customers.
Nowadays, AI chatbots are the way to go for many businesses. Because of their ability to learn and update themselves. This is a big plus for companies. Their customers are satisfied with the service provided and stay loyal to that brand.
Chatbots engage in personal conversations with people. They get to know them and create a personalized web page with the products they will most likely find necessary. With this ability, chatbots can revolutionize the marketing landscape.
Best Chatbot Trends in 2021
The chatbots are developing at a rapid pace. We can only assume it will grow at an unprecedented rate this year. Last year, 2020, was unusual for everyone to say the least. COVID-19, social distancing meant that companies had to explore other avenues. So that they can promote their business and get in touch with their customers. Come chatbot, which now seems like it was made exactly for extraordinary times like this.
Chatbots saw a 92% increase in growth since 2019 which is tremendous. If many polls are anything to go by, they all say the same thing. That is people are willing to engage in a conversation with a chatbot to get simple answers.
According to AMEInfo, roughly 85% of customer interaction in 2021 will be through chatbots. This is convenient and efficient at the same time, which seems to be the recurring theme. 1.4 billion people are using chatbots today according to Acquire.
1. Chatbots will become more human
No matter how advanced the chatbot technology is, it always suffers from one big shortcoming. That is acting human. But in 2021, 50% of businesses are willing to spend more on chatbot services than mobile apps according to Chatbot Magazine. This translates to more development on this chatbot front. Chatbots will be able to understand human emotions better than ever.
To achieve this, their speech and the things they say are analyzed. This helps them become more personal in their replies. All these contribute to a better customer experience.
2. AI Chatbots in the workplace
Going forward chatbots will be in charge of engaging with the employees in their place of work. They will handle the doubts the employees have and also assist with the hiring process. They can schedule meetings, plan screening questions for the interview, record them and give them a tour of the place. They help the employees to get more work done in a short time.
3. Messaging platforms and their integration with chatbots
Most social media applications such as Facebook and Telegram have integrated chatbots. This information is used to get to know more about the customer, their behavior, the time spent by them online. By collecting various information such as these chatbots can streamline their responses. These responses will be more tailored to that particular person. They can also improve brand awareness among the masses.
4. More emphasis on achieving goals
With the amount of data shared online regularly, AI can make good use of these valuable assets. They can become more intelligent by the day. The functionality of a chatbot hinges more on how efficiently the AI works. By becoming more advanced they can create strategies to achieve goals. They can then work towards achieving them.
5. Chatbot assist in Banking
They can help a client plan with their financial business. Clarifying doubts with a bank can be cumbersome and not instant. This is where chatbot shines. They can also notify bank-holders of potential frauds. The goodies do not stop there. Judging by previous chats, they can provide clients with bank benefits and other information.
Wrapping Up!
To conclude, chatbots are here and they are here to stay. With the use one can get out of chatbot it does not make sense for anyone not to use it. AI Chatbots are going more mainstream with each passing day. It is only a matter of time before they take over every walk of life. They enhance the company but they can never replace humans.
Dan Martin has hands-on experience in digital marketing since 2007. He has been building teams and coaching others to foster innovation and solve real-time problems. Dan also enjoys photography and traveling.
