We did observe chatbots development in 2017 and now let us look into how the chatbots work for better customer service as well as customer experience across industries as they offer:
- Creating and tracking insurance claims.
- Personal online banking.
- Booking travel accommodations and flights.
- Service support systems internally in several management software systems.
- Providing broader mental health accessibility.
Many changes are expected within the span of next 3 to 5 years such as:
- Chatbots are indeed expected to enhance the cost-savings in billions of dollars a year in the e-commerce, banking and healthcare areas.
- Efficient as well as correct chatbot interaction is expected to increase from just 20% in 2017 to about 93% in 2022.
- Businesses are also increasing their interactivity with other businesses within a chatbot experience to provide the ultimate experience.
The premise that the chatbots will actually replace native apps is also becoming a reality, and will also continue to see that it is realized in 2018.Chatbots, AI and messaging are no doubt new digital experiences.
2018- The Year of the Voicebot: VoiceBots for Automation and Retail
2018 will be the “year of the voice-bot.”More brands will be adopting a voice-assisted bot that happens to be original and built for their brand. Until now, third-party developers do not really have access to the WhatsApp platform. WhatsApp is the largest messaging app in the world.
Messaging as a Platform (MaaP) Will Become Mainstream
Messaging as a Platform is a space where interaction, commerce, and online activity will indeed increase. The app does exist well within messaging, and messaging is the architecture for that app. Messaging will indeed become Messaging as an Application (MaaA).
Chatbots, with their respective advancements in AI and natural language processing, will indeed continue to bring this experience to more users.
More Chatbots on Websites
Users will have access to more chatbots on websites and will thus find messaging very convenient. Chatbots have been popular and will continue to be popular. Chatbots will align with popular user channels and also lead directly back to their site. It enables more control over an organization’s marketing and user experience strategy.
Customized approach to business is what the industry believes in and making use of chatbots for business is indeed gaining much popularity. Communication is a very important component of any business and naturally, chatbots are much in usage in business communication apart from being popular for personal communication. The communication strategies have changed a lot and the internet is made much use of in enhancing business profits. Major companies as well as smaller ones are using chatbots for their daily transactions and find them of much value.
The year 2018 will indeed bring forth the fascinating operations of chatbots and one will come across various technological developments in this area. Many challenges lie ahead in the coming year in chatbot operations.