Waiting in customer support queues is becoming a notion of the past as artificial intelligence quickly weaves its way into the fabric of everyday life. Bots are more prominent than ever with the expectation that 85% of customer interaction will be handled without a human agent in 2020. AI driven chatbots are not only paving the way for improved life, but also supporting business functions such as digital marketing through intelligence and autonomy.
So what is an AI chatbot?
Chatbots are digital programs that undergo automated text conversation with users. Most bots follow certain lines of code, however an AI powered chatbot is more advanced and through AI is able to learn and improve over time, allowing it to determine responses and understand complex conversation. As it stands chatbots answer 80% of standard questions, however intelligent bots are finding their way into the digital marketing scene and could change this number through machine learning.
So why do we need intelligent chatbots?
Simply put, to not fall behind. The potential of AI chatbots is immense and some have already started finding their way into the marketing and recruitment sectors of many organisations. So, to not fall behind in such a competitive marketplace taking advantage of the necessary support functions such as AI chatbots can help improve internal operations.
The main benefit of chatbots for companies include:
The improvement in customer experience is reflected in the benefits of:
AI chatbots aim to provide these whilst improving and perfecting their response through machine learning. Think of the websites you visit and how many have an intelligent chatbot. You’ve probably noticed most of them now have chatbots automating conversation once reliant only on humans.
Tasks such as customer support are not only being performed by these chatbots, but are being performed at personalised levels as we see a shift in data sharing norms. Since people are more open to sharing their information and data is readily available chatbots are becoming more intelligent. This is making the overlap of what a bot can do and what a person can even larger. Utilising this overlap and chatbot use can therefore increase revenue.
In marketing, customer experience is everything and keeping attention in such a competitive space has never been harder. The importance of AI chatbots lies mainly in their ability to personalise responses through learning. With more machine learning AI chatbots are beginning to answer and ask the questions needed to solve problems at scale. For this reason, it has never been more important to take advantage of AI chatbots and their implications on customer experience. As such, this marks the beginning of a limitless shift in digital marketing where we could one day see chatbots engaging in sales, consulting and lead generation.
However, it is important to not forget that there is no substitute for human conversation and perfect marketing is reliant on a healthy mix of AI chatbots and humans. So for now these chatbots are filling the crevice between man and perfect marketing.