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Chatbots Transforming Online Customer Care
The introduction of the fourth Industrial Revolution and artificial intelligence (AI) has changed the technology landscape across industries. When it comes to customer care, chatbots are leading the charge in innovating and transforming how businesses and customers communicate.
Industry reports predict the rise in the use of chatbots to assist with customer services interactions will continue to rise. Mordor Intelligence found in 2020, the chatbot market was valued at $17.17 billion, and also said it is projected to reach $102.29 billion by 2026.
What makes chatbots such a win?
The benefit of natural interaction with a virtual assistant similar to a human-to-human conversation makes the technology appealing and easy to get used to. Today, it’s not uncommon to see customers placing an order, asking questions while they shop, and even building their relationships with a brand - all without ever leaving the company’s website. This is the power that today’s advanced AI chatbots offer.
Beyond website interactions, chatbots are also being used on social media pages, mobile applications, and more - to meet customers whenever they connect. The added benefits of help available 24x7 and instant responses to simple questions are also a key driving force behind this uptick in chatbot use.
Where companies need to be cautious is just putting up chatbots and walking away. While the technology has surpassed its infancy, chatbots are still not the preferred choice for most customers. So while many are okay speaking with a robot to get them so far, customers still want the option for a live interaction should it be needed. Companies missing the mark on this part, will not realize the benefits that chatbots can bring to their overall customer service strategy.
Edited by Luke Bellos