Thanks to advances in technology and machine learning, chatbots have become more popular than ever in recent years. As time goes on, chatbots are performing a central role in customer service for all different types of businesses who are looking to improve their operations, connect more deeply with their customers and boost their sales.
1. Chatbots will become more human
Chatbot companies will keep working on improving the human aspect of chatbots– decreasing the misinterpretation of requests, working towards understanding the nuances of human dialogue, accents or cultural dialect and the intents of the customers.
Chatbots will be indistinguishable from humans by 2029
2. Chatbots will automate payments
In 2020, you will see more bots integrated with several payment services like Paypal, digital wallets, and other payment gateways, helping make payments without even leaving the messenger platform. Businesses will automate simple payments and allow users to pay directly over live chat or social media apps using chatbots.
3. The rise of voice-based bots
Get ready to start using voice as the key medium for helping your customers find their way on your website/mobile app, identify the services they need or place an order. Since AI technologies are getting more and more advanced, voice-activated chatbots will be one of the rising trends next year. Your customers will be uttering their queries instead of typing them on your site/app.
Research from Accenture states that digital consumers prefer messaging platforms that have voice and text based interfaces.
4. Social media will be the hub for chatbots
Many industry leaders in various sectors have already integrated AI technology with social media to better understand the customer needs and even improve the ways of which they help the consumers.
AI will help you streamline processes and analyze ample data sets to gain a deeper understanding of user behavior. (Venture Beat, 2017)
5. Chatbots in contact centers
In 2020, chatbots are expected to be used for automated call centers. Call centers will use this technology to automate business processes, recommend products and services, reduce the waiting time and improve the quality of customer care.
According to Chatbots Magazine, businesses can reduce customer service costs by up to 30% by implementing a conversational chatbot.