Many companies are trying to drive sales and simplify their customers’ interaction with the help of chatbots. Even though it is a complex proposition, it can still be a very useful tool.
What is a Chatbot and why is so important?
A Chatbot is an example of an artificial intelligence (AI) software that takes care of the conversation through a chat in various ways (e.g websites, apps, messaging applications or through the telephone) At the same time, it may involve a big variety of obligations that make a “teaching” task to be daunting and discouraging.
Facing the challenges
The range of questions that customers can call for in the chat “ask me anything” is massive, and the process of natural language is far from perfect and definitely not the ready-made solution. Therefore, being aware of these issues, businesses try to narrow the focus and make an easier project so that there will be a lower error rate. In other words, making it more for PR and interaction, rather than business operational gains.
However, there are more impressive chatbots emerging, particularly in retail, that guide customers to a purchase while support staff are out of work. It, of course, doesn’t cover everything; as machines aren’t as good in conversations, empathy, and creativity as humans are, but it is definitely something that is worth to include because of the beneficial outcomes that chatbots can provide such as: immediate response, 24/7 service ( which are limitations of the human side. )
Lidl’s Winebot Margot, for example, navigates customers to make a good wine purchase, by providing relevant and useful information about: which wine to buy, tips on with which food you should be pairing it with, and even learn about how wine is made along with the interactive quiz to encourage further engagement and establish positive brand associations.
It would be wrong to say that chatbot is evolving and their evolution will become complete in 2020. Chatbot evolved in 2018 and they just keep getting better. 80% of businesses are planning on implementing chatbots and around 85% of all customer interactions will be handled without a human agent by 2020.
It is also worth mentioning the development of personalized customer experience. Chatbots aren’t far behind humans in that sense. The advancement in AI today has made chatbots more similar to human-like than ever. For example, Chinese WeChat bots are able to set different appointments, call a taxi, send money to people etc.
So robots are replacing people?
Yes and no. That is to say that technology is being used to replace some of the automatic tasks that humans have always handled, like sending orders to publishers and dealing with ad tags, but they’re still required to enhance campaigns and to arrange strategies. Therefore, it will probably mean that there are fewer ad buyers in the world, however, it could also allow both marketers to spend more of their time planning and creating sophisticated, customized campaigns instead of dealing with tedious work.
In conclusion, being in a competitive space, the best action is to get customers’ attention by creating solutions to their problems. Thus having the correct data would lead to the ease of the marketing trend search. With chatbots, it is more visible and clearer where things are heading. Even though the notion of AI is developing rapidly, it is hard to really trust the machines entirely, that’s why machines cannot fully replace all the doctors, artists or authors. But what we can see is that for AI and chatbots the future is coming one way or another and the best chatbots have yet to be created.