Top Chatbots Trends to Follow in Near Future
Over time, the role of chatbots is undoubtedly going to be bigger. Businesses must adopt innovative ways to deliver continuous customer engagement, with the emerging chatbots trends and market outlook.
According to Gartner, “Artificial Intelligence (AI) will be a mainstream customer experience investment in the next couple of years.” If we talk about stats, around 47% of organizations will use chatbots for their customer care, and near about 40% will deploy virtual assistants.
It is no secret that, for businesses both with customers and internally, AI has been revamping the ways of communication.
In the future, based on predictions, chatbots will move from simple user-based queries to more advanced predictive analytics based real-time conversations.
Chatbots: Trends And Future Outlook In 2020
Despite the relatively robust ecosystem that currently exists, the chatbot ecosystem is quickly expanding. From fortune 500 companies to regular startups, all are implementing the chatbot benefits to gain efficiency and pace.
Let’s read some most happening chatbot trends as well as their future use cases:
- Chatbots will be more human identical
According to Global Market Insights, “The overall market size for chatbots worldwide would be over $1.3 billion by 2024.” Therefore, it is inevitable that the chatbot industry will become the driving force of business communications.
To intelligently understand the conversations and the intent of the queries, the NLP (natural language processing) bots use predictive analytics and sentiment analysis. However, there are still some challenges to implement chatbots successfully, considering the chatbot stats about how businesses are adopting AI technology.
Some challenges are:
Execute inaccurate commands
Difficulty in understanding accents
By looking at the drawbacks, businesses now are more focused on building chatbots that are identical to humans with the help of artificial intelligence (AI), machine learning (ML), and natural language processing (NLP).
- Deep customer insights to drive chatbot behavior
For effective communication, chatbots are becoming more conversational, and the next step is to better the user experience. Hence for preparing chatbots with more human alike capabilities, sentiment analysis is vital.
And, it is not just about providing an impressive response. Businesses are preparing bots for delightful customer experience. Therefore, chatbots could understand whether the conversation was going well and respond to customer emotions accordingly, with the help of sentiment analysis.
Chatbots can normalize, collect, and aggregate customer feedback data for further analysis and all the customer insights.
Here are some of the ways sentimental analysis can enhance user experience with chatbots.
- With sentiment analysis, chatbot not only records the entire customer conversation but also figure out your happy and annoyed users.
- Chatbots can modify their responses, with sentiment analysis, so that they are aligned with the customer’s emotions.
- To start a conversation and to deliver personalized and effective customer support, aggressive customers are routed to the right team.
In a nutshell, across diverse business functions and consumer applications, Chatbots are going to the mainstream. Yes, going forward, automation will overcome all the chatbot challenges faced by the businesses and will make its roots extra stronger.
By understanding your business requirements and accordingly implementing bots will highly impact your customer journey as well as experience.