When you enter into a chat room on the business website to ask a question or request further information, you will face one of two results: a 2 hour wait for the next available human agent, or a chatbot. Similarly, when you call a helpline, you’ll soon find yourself humming along with the hold music until you finally get connected – unless you seek help with the automated chatbots.
In truth, at present we see chatbots as more of an obstacle than a solution, as we try our hardest to get past them and through to a real human who might actually be able to help us. However, with 2019 coming to an end, experts are starting to predict a real rise in the number of chatbot-led interactions we can expect with businesses. And while we may see them as annoying robotic and unhelpful, the truth is that chatbots are not only consistent but also provide round the clock service and can store endless information.
So, with that being said, how will chatbots be used in 2020 and what should we look out for?
A very literal application of the term “chatbots” – we are likely to see a rise in voice activated assistance, much like the popular Alexa application. This will enable you to speak to the bot and have it talk back.
Conversational bots take the above one step further, and will allow bots to not only answer basic queries but also engage in opinionated conversation.
Despite the anticipated rise in speech-activated interaction, messages will still be the best way to communicate with bots and will be improved and extended to include text messaging as well as emails and online chats.
Used to seal and deal and monitor business deals around the clock, bots are the future of 24/7 business as they provide a service that never stops. 2020 is sure to see business bots increase in activity and prominence as the business world engages chatbots across the sector.
AI meets Chatbots
Chatbots driven by artificial intelligence are the closest thing we have to a realistic human robot. These chatbots analyse data to predict or anticipate what a customer may need, leading them to the right solution before they have even fully articulated the problem.
Mimicking real talk
Chatbots are programmed to understand certain forms of communication, as such are seen to struggle in the face of accents and unrecognisable languages. However, with businesses becoming evermore global and expectations for global optimisation at an all-time high, it is going to become increasingly important that chatbots understand natural language.
Customers are set to enjoy chatbot interaction far more as we enter 2020, mainly due to the rise in customer insight data that is presented to chatbots. Bots will be able to trace the path a customer took to land with them, thus using this data and the customer’s interests to interact with them in a more personal way.
The problem remains that we, as humans, prefer to interact with other humans – particularly when we have a problem. In 2020 however, the increase in AI driven chatbots will enable the bots to become increasingly human in their interaction and activity, hopefully providing customers with the level of humanity they desire.
An adaptive chatbot can take the data given and present valuable solutions that match the setting and sector it is working within. This currently requires a great deal of manual updates, taking up valuable employee time and resource. As we approach 2020, however, optimised and adaptive chatbots will start to take over – reducing the need for human input.
In 2020, automated call centres are finally set to become a reality – and it’s all thanks to AI-driven chatbots who can work 24/7 and acquire enough intelligence to assist customers towards their end goal.
Chatbots are on the rise and, with the promised changes and improvements that will be coming in 2020, any and every business should consider investing in one.