AI Chatbots are drastically changing the way customer service is provided in a variety of industries and opening up numerous possibilities for continued growth.
According to a report by grand view research, the global chatbot market is expected to reach $1.23 billion by 2025, an annual growth rate of 24.3 percent. In the global chatbot market, approximately 45 percent of users prefer chatbots as the primary mode of communication for customer service inquires. Why is that?
The answer is the increasing avenues chatbots open up for consumers, not to forget the advancements in consumer provisions using chatbots. As discussed in the previous articles, chatbots have a lot to offer. From 24/7 service to the customer to efficient and quick answers in a matter of seconds, the chatbot is the king of customer care.
Smarter AI capabilities are now allowing companies to predict what their customers will need or buy based on their order history and from what they browse most frequently so the cart will already be prefilled with products the bot will pick. Such AI advances are allowing companies to know what you want before you even know you want it and enabling powerful new bots that seem to know you better than your closest relative.
An incredible part of AI bots is that they learn. An AI client support bot will follow how clients react to each answer they give. As they gather information on client associations after some time, they’ll consistently examine that data and transform it into important experiences.
With consistently, chatbots are improving at understanding the supposition behind the language individuals use. They’re learning new dialects and getting on the subtleties of various methods of expressing things. They have an ideal memory and use it to keep track of what works and what doesn’t in every interaction they have.
Today, customers not only expect 24/7 support, but they expect that support to be customized to their specific needs. The dreaded phone-loop hell of the past decade is giving way to emboldened customers who refuse to wait in a phone queue to have their issues resolved or questions answered.
Besides delivering personalized experience directly off the bat, client care chatbots can transfer significant data when there’s a bot-to-human hand-off. The chatbot can follow if your client has attempted to self-unravel their issue as of now and let the specialist realize which help focus articles and site pages the client has visited. Specialists can abstain from rehashing answers the client has just observed, which spares both the operator and client time.
Messaging Apps over social media
Today, people spend more time on messaging apps, such as Messenger and Viber, than on social networking apps. This trend means people prefer speaking and being spoken to over social media. Chatbots are filling a unique need for voice recognition and taking over the role of humans.
Development of conversation APIs, which can interact machine-to-human and support queries in natural language instead of programming languages, will increase. For customer-facing applications, conversational APIs will be increasingly used in banking, insurance, and health care.
Advances in technology have brought about a digital world that has made many things possible. One thing that has been missing however is the human touch. Companies are looking for a way to efficiently connect with customers on a more human level. Therefore, when the chatbot feels that the question is subjective, it transfers the control over to a human.
Chatbots gain popularity as the more personal touch they can provide in an increasingly digital world continues to be refined. The key to their success, however, is continued learning that enables them to leverage relevant data to truly connect with specific customers and augment the role of people.
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