The advent of artificial intelligence has marked a huge change in today’s world. From the movie industry to the business world, everyone seems quite interested to dabble in this concept. Many businesses are investing more in AI, as it is considered to be the future of technology. Facebook, Amazon, Google and all other huge companies are trying to imbibe this technology in their business models. Artificial Intelligence has taken the customer experience domain by the storm as well.

“Customer Experience is the New Marketing Battlefront”
– Chris Pemberton

Companies nowadays are focusing more on customer experience because the real competition is now not in development and innovation but giving customers a reliable and trustworthy experience.

Chatbot solutions are becoming an important part of customer service solutions of most industry verticals. BFSI, travel, education and many other industries are making conversational bot as a part of their CX strategy. Upon realizing the potential chatbot solutions in customer service, businesses are now working on constantly improving the capabilities of chatbots.

Chatbot 2020 – Emotional Intelligence

No matter how well a conversational bot responds, or how quickly, people still prioritize friendlier interactions over everything else; someone who genuinely understands their problems and puts his heart and soul into resolving it. Most people do not use chatbots because the conversations with a bot usually feel very robotic. They feel that the bot would not be able to understand their issues and consequently wouldn’t be able to resolve them. How can we deal with this problem? Can a chatbot solution mimic the ‘human touch’ to make conversations more friendly? Developers are striving to make chatbot solutions more amiable so that the general public can better connect with them. Having robotic conversations is a huge barrier between conversational bots and customers. Giving the impression that a customer is talking to a bot without even realizing it, is the end goal of most developers.

A conversation where Sam, the bot talks to Wayne; and Wayne later shares with his family how kind the customer service representative was. This is going to be the future of chatbot solutions!

Chatbot 2020 – Better Comprehension of Natural Language

Humans are very complicated. The words that we use can have a lot of implications. Human brains are hardwired to comprehend some of the most complicated permutations and combinations that language has to offer. But the same does not go for a conversational bot. A bot still has difficulty understanding certain nuances that most languages usually carry. There are a lot of factors that have to be kept in mind while designing the conversational abilities of a chatbot solution. Besides different languages, there are also different dialects within a language that needs to be interpreted properly. Language is one of the biggest barriers that holds back the development of chatbot solutions. Developers are now working towards breaking this barrier and increasing the capabilities of conversational bots so that they can cater to people from different demographies without any kind of hindrance.

Chatbot 2020 – Improved Speech Recognition and Voice Interaction

Gartner predicts that by 2020 people will have more conversations with chatbots than their spouse

With the rise in technology, voice interaction is one of the hot topics in the market today. Many large corporations are investing their time and effort into this tech. Amazon has its ‘Alexa’, while Google has its ‘Google Home’. Voice interaction is gaining strong momentum in the tech industry, voice recognition is becoming more and more advanced with time. With the improving abilities in speech recognition businesses will soon be able to interact with their customers seamlessly through voice. You can simply talk to the chatbot solution as you talk to a customer service representative, and the bot will respond politely, helping you with all the necessary details to resolve your queries and you will hardly recognize that you are dealing with a conversation bot.

Chatbot 2020 – Customer insight analysis

Artificial Intelligence is not just a fancy term. There are many implications to having artificial intelligence in a solution. It has the potential to do all that a human can and better yet, do it more efficiently. Humans have certain limitations which inherently cannot be overcome, but a system such as a conversational bot can be upgraded and made better over time. Processing large amounts of data and finding patterns to derive results from it might be quite challenging for a human being but it is right up the alley of a chatbot solution. As a business, you interact with your customers all the time; be it for support, marketing or any other reason. Behind all the data from these interactions lies the secret to all customer behaviors and trends. Data has a lot of significance and can give you a completely different insight into the buying habits of your customers; only if you know how to interpret this data and use it to your advantage. Artificial Intelligence-powered chatbot solutions can take all of this unrelated information and make sense out of it. While having conversations with customers, they can suggest items that match their buying patterns and also make conversations based on past conversations. 

The introduction of AI into customer experience has proven to be an absolute success. Back in the days, providing 24/7 customer support and instant responses was proving to be quite challenging, but now, with the help of conversational bots, it no longer feels like a losing battle. With every approaching day, chatbot solutions are becoming more and more advanced and personalized and people are getting more and more comfortable interacting with chatbots. This future could mean many things but when chatbot solutions reach to a level of certain autonomy, there might be many other doors that may lead to areas of development and innovation that we haven’t yet imagined.