Despite how painful this year was for the many industries, it would be interesting to look at how it impacted chatbots, the positive and negative sides, key takeaways, etc.
In 2019 there were lots of promises not only to 2020 in general but also for the chatbots industry.
Let’s look at some promised trends:
- The chatbot market size is projected to grow from $2.6 billion in 2019 to $9.4 billion by 2024 at a compound annual growth rate (CAGR) of 29.7%. (BusinessInsider)
- 80% of businesses are expected to have some sort of chatbot automation by 2020. (Outgrow)
- Chatbots can save up to 30% on customer support costs. (Invespcro)
It is no secret that chatbots are the driving force to run business communications across the whole digital globe. Natural language processing (NLP) does its best to analyze the conversation’s key elements and provide a predictive reaction to open a request. Despite this, there have been challenges in communications based on the customer’s reviews.
Primarily there were misunderstanding requests and execution of inaccurate commands. The chatbots, specifically those created on Facebook, are quite limited in impacting the user interface (UI). Therefore, usually, the negative part pays back on the user experience (UX).
1. 3 Tips for your Voice and Chatbot Program from Gartner’s Customer Service Hype Cycle 2020
2. Deploying Watson Assistant Web Chat in Salesforce Lightning Console
3. Are Chatbots Vulnerable? Best Practices to Ensure Chatbots Security
4. Your Path to AI — An IBM Developer Series
A chatbot is being used not only on social media platforms but also on websites. However, thousands of websites are already using the Facebook messenger dialog box by offering you to sign-in to proceed with a request.
I recently published an article on Facebook’s recent deal with CRM platform — Kustomer; please feel free to click the link below and read.
Since Facebook already implemented the chatbot into WhatsApp, a Mark Zuckerberg managed company decided to bring conversational tools to Instagram. It is completely nothing more than pushing to keep users closer.
The hype around the technology rises faster than businesses can adapt. Additionally, the rising interest wore ownership on the shoulders of the businesses that must react accordingly. Users, specifically the ones that believed in the power of instant communication services, require immediate assistance 24/7.
While technology might sustain fully on NLP, the product or service that the user is requesting, depending on a case, usually requires human assistance. That creates a misunderstanding we talked about above.
I know there is still a lot of skepticism over even basic communication via applications like WhatsApp and Messenger, specifically after n amount of speculations that Facebook has had recently. But despite this, companies and mid-range startups that provide payment procedures over the messaging applications are rising.
There are already lots of companies like Zelf that focused on Messenger.
But if we took these security questions aside and think about processes, there are a bunch of benefits that will make user’s life easier:
— customer can make payment within a messenger
— businesses can sell products directly via messaging applications
— no need to download new applications & made additional authorization
Expectations are still high, and the graph below shows both the headaches and user requirements. If we cover it with daily words, people need next:
- find a human to talk on your request
- to get the problem solved
- to make it quickly
The rests are plus-minus associated with the key elements mentioned above