Chatbot technology is getting more popularity in 2019. It’s an Artificial Intelligence machine learning technology in the form of an app that conducts conversations with humans.
Its primary function is to replace human staffers in dealing with predictable inquiries, routine tasks, or frequently asked questions. They can also be programmed to provide solutions as the algorithms learn from past results.
As chatbots become more popular and affordable, small businesses and online retailers have started using them. It’s ideal for personalizing messages and increasing engagements with customers.
Today, it’s safe to say that chatbots usage has now outgrown its hype phase. It’s starting to mature as an integral part of online customer service and marketing. And they’re going to stay.
According to Grand View Research, the global chatbot market is reaching $1.2 billion with 24 percent annual growth rate. And the research also found that 45 percent of end users prefer using them as a primary mode of communication in customer service.
Many tech companies adopted chatbots in 2017 and 2018. Thus, it’s only natural that 2019 will be an excellent year for chatbots with these trends.
1. Becoming more human-like
With natural language programming (NLP), chatbots are becoming more human-like. For an e-commerce store, chatbots can save them a lot of time by screening customer service issues to handle before they’re sent off to human staffers.
2. Becoming more business oriented
It’s estimated that in the next 5 years, approximately 80% of business communications with customers will be performed through bot messengers. This explains why many online retailers, including dropshipping stores, install voice-assisted and text-based chatbots for checking orders, making purchases, and delivering orders.
3. Providing in-depth customer data and analyses
AI technology helps to automate data collection and analysis activities, which is valuable for providing profound customer insights. In advanced chatbots, the machine learning technology is so intelligent that they can upgrade their own information through automated learning and provide answers to problems.
4. Voice-activated assistants
Amazon’s Alex, Apple’s Siri, and Google will be integrated with more devices, including but not limited to smartphones, wearables, smart TVs, and other smart appliances and smart homes. Thus, you can expect to experience more voice-activated chatbots that can provide answers to your questions in an instant.
5. Automated call centers
The next generation AI voice generator called NLO are serverless technology used to automate call centers. These automated call centers have in-depth domain knowledge that can be utilized to serve customers 24/7/365 without any downtime.
6. Virtual assistants instead of apps
More smartphone users are installing apps as they’ve become more mature as users. Now they prefer applications that are useful and simple to use. Chatbots can combine multiple apps into one automation of business tasks and customer servicing.
Other than chatbots, important algorithms in machine learning allows businesses to conduct business activities more efficiently, ranging from simple tasks like creating names with business name generator to providing predictive analytics for years to come.
In conclusion, in 2019, businesses and other organizations are likely to adopt more machine learning AI tools and algorithms that would simplify workflow and improve the bottom line.
About the Author
Jennifer Xue is an award-winning author, columnist, and serial entrepreneur based in Northern California. She is also a digital strategist for Oberlo. Her byline has appeared in Forbes, Fortune, Esquire, Cosmopolitan, Business.com, Business2Community, Addicted2Success, Good Men Project, Positively Positive, and others. Her blog is JenniferXue.com.