In today’s world it would not be wrong to say, Chatbots are ubiquitous. They are an indispensable part of almost all businesses who are trying to leverage technology to enhance their overall customer experience.
Chatbots are designed to mimic conversations with real humans they can answer customer queries and provide guidance, basically make customer lives better. When armed with enough data, Chatbots can take customer experience to a whole new level.
Chatbots are here to stay, having said that, let’s know some really interesting facts about them.
Chatbot- 5 Amazing Facts You Need To Know
1. Growing Demand & Positive Perception
There is an ever-growing demand for chatbots, according to sources, 80% of businesses want to integrate ChatBots by 2020. According to a survey conducted by Aspect, 49 percent of consumers prefer to conduct all their customer service interactions via text, chat, or messaging. Despite some negative experiences, overall people have a positive perception of chatbots.
2. Facebook Has 30000+ Chatbots
Facebook alone has around 30,000 chatbots which are used by millions of people in 200 different countries.
3. Chatbots are “Here To Stay”
According to Aspect study, 69% of the consumers say that they interact with a chatbot or virtual assistant at least once in a month. While they aren’t a new concept, their popularity has always been increasing.
4. People Are Choosing Chatbots for Solving Their Issues
Unlike earlier, people now don’t care about talking to a robot for a solution. As long as they are getting some help, it doesn’t matter. According to a survey conducted by HubSpot, 40% of the people don’t care who or what they're being helped by. Chatbots are effectually helping businesses and brands to enhance customer service, businesses are actively putting chatbots forward to answer customer questions, provide information, solve problems, and even sell.
5. Chatbots Are Being Used In Many New And Exciting Ways
Bots are being used by businesses in many innovative ways, here are few of them:
Customer support 24/7 – Chatbots empower businesses to provide 24/7 customer service to their consumers on social channels or websites.
Weather updates – Meet Poncho, a weather cat from Brooklyn.
Order food – Amazon Alexa is one great example here.
Holiday Booking - Kayak’s lets you search for, or a book travel.
Finding Love – Meet Foxsy the personal match making assistant.
Tracking Mental Health – Woebot and Joy are chatbots who help tracking and improving mental health.
How AI And Chatbots Are Creating That Impact
Here are few ways AI and Chatbots are creating a major impact in the customer service world.
A chatbot never sleeps, which means they are available 24/7*365.
Consumers hate to wait, so when they call a business with a query/request/problem they want to be heard immediately. Chatbots have helped businesses overcome this challenge, today customers are receiving the same level of service as they expected from support representatives.
A chatbot can also recognize human emotions, like anger, joy, confusion and fear. Which means the moment they detect an angry, frustrated or upset customer, it would seamlessly transfer the conversation to a human, who can further assist the customer in resolving the issue.
By taking advantage of the data collected on the customers, a chatbot can craft personalized messaging and direct consumers on their “buyer’s journey” and also guide them in the right direction, this helps in boosting conversion rates.
Meet Poncho – The Most Popular Chatbot
Poncho is one of the most popular chatbot available on the Facebook Messenger. It is a “weathercat” from Brooklyn who sends personal weather forecasts irrespective of the user’s location and time. The best thing about Poncho is that it adds funny GIFs and pop culture observations to its replies instead of simple boring weather indexes.
Chatbots are a very powerful tool and are completely transforming the way businesses communicate with their consumers. Together with AI, machine learning, and the increasing number of mobile messengers their potential might just encourage businesses to think beyond the conventional.