The 7 Main Chatbots Trends To Follow In 2020

With the increase in chatbots trends and the market perspective, it is very important for companies to decide how they interact with users.

Gartner says that Artificial Intelligence (AI) will be a major investment in customer experience in the coming years. 47% of organizations will use chatbots for customer service and 40% will deploy virtual assistants.

AI is restructuring the ways in which companies communicate both internally and with users. AI is crucial to allow machine learning and flexible interpretation of automated communications.

Chatbots are forecast to move from simple user-based queries to real-time conversations based on more advanced predictive analysis.

Outlook Of The Industry In 2020

Currently, bots are being implemented in multiple vertical businesses to offer excellent customer service and improve their experience.

Chatbots will transform the way companies communicate with their users and potential customers. Some of the common use cases are customer service, lead generation, user interaction, messaging applications, human resources, etc.

The 7 Main Chatbots Trends To Follow In 2020 

1) More Human Chatbots

According to Global Market Insights, the total market size for chatbots worldwide will exceed 1.3 billion dollars in 2024.

Therefore, it is inevitable that the chatbot industry will become the driving force of commercial communications. With the technological advances, the bots will become smarter to understand the conversations and the intention of the consultations.

With this in mind and to keep pace with user expectations, companies are now more focused on building chatbots that cannot be distinguished from humans with the help of machine learning, AI and natural language processing (NLP).

2) Use Of AI In Call Centers

Chatbots, virtual assistants, messaging and other new technologies are already helping to transform contact centers around the world. According to one study, companies can reduce customer service costs by up to 30% by implementing conversational chatbot.

Bots without human participation can handle simple requests such as changing a password, requesting a balance, scheduling an appointment, etc.

3) Messaging Platforms As A Growth Engine For Chatbots

68% of users say that messaging is the most convenient way to stay connected with companies. The concept of conversational commerce encourages consumers to shop online with chatbots. Messaging platforms allow companies to offer better customer service.

Over time, more and more brands will adopt messaging platforms to increase user engagement and loyalty, as they will have strong bot capabilities and an integrated approach with various business functions.

4) Voice Bots Are Becoming Conventional

Voice recognition technology continues to improve in accuracy, and advanced services are being added. An Accenture research study states that digital users are increasingly using messaging platforms that include voice and text-based interfaces as their preferred method of participation.

Why Are Voice Bots Gaining Popularity?

• Text can be monotonous at times, while voice bots involve users with automated intelligence-based communication.
• A voice-enabled bot can provide reliable data information to users. It also helps to provide correct information in real time.
• Voice bots offer new customization opportunities that reduce the problems they face when dealing with user requirements.

Voice bots are, in fact, an excellent way for companies to use automation and connect to a humanized level.

5) Bots For Internal Use In Companies

In addition to handling user requests without problems, chatbots offer great commercial value by streamlining the internal workflows of organizations. There are many use cases for AI chatbots with each variant application that strives to meet a common goal: to improve user experience and efficiency.

This is how chatbot trends can be used in all business functions:

• Chatbots can be used to maintain agent pulse, answer basic HR-related questions and complete transactional services.
• Bots can start the interview process by answering screening questions and capturing the answers. It also helps guide new workers through company policies.
• Chatbots can handle common queries and allow agents to work on complex resolutions, as the bot learns responses to repetitive queries and improves response time.

6) Customer Experience (CX) Will Drive The Adoption Of Chatbots

AI-based chatbots help improve the customer experience:

• Chatbots are best for users who expect an instant response, usually in less than 30 seconds.
• AI bots are active 24/7, involving users to handle information-based questions and reducing support tickets.
• Chatbots are easily scalable during peak hours to attract users and offer a better customer experience.
• According to the CX, companies can choose to use chatbots to communicate with their users.

7) User Knowledge To Boost Chatbot Behavior

The purpose of chatbots is to imitate human support and provide the correct answers based on queries. However, without deeper integration with user data, bots cannot really get an accurate picture of their behavior. Therefore, intelligent analysis is important for training chatbots with capabilities more similar to human.

For all user knowledge, chatbots can collect, normalize and add comment data for further analysis.

In conclusion, bots are becoming widespread in various commercial functions and consumer applications. In the future, the implementation of chatbots will have a great impact on the customer journey and user experience.