Fast-forward a year from today. The achievements that chatbots have accumulated this far will appear merely as the iceberg’s tip. The contemporarily available products reflect the transactional results of various developers. Despite the technical complexity these chatbots possess, the new lines of bots are expected to function with total innovation. The probability of more sophisticated smart bots is expected to further elevate the level of intelligent machine performance . Therefore, the sooner businesses and users get comfortable with the bots, the bigger technological impact they can create.
Theory of Diffusion of Innovation states, “When the successive groups of consumers adopt the new technology, its market share eventually reaches the saturation level.” Relating chatbots with the theory, it suggests, when a tool is over exploited, it becomes so prevalent that users and consumers start taking it for granted. Therefore, it is advisable to invest on a bot to capitalizing from its benefits. Just like social media helped companies in marketing and branding, chatbots can help a great deal in customer services.
More than ever, businesses now see the benefits of using chatbots for their consumer-facing products. Nonetheless, the growing trend of incorporating these tools for online interaction is slowly taking a mainstream turn. It is reported that by the end of 2020, 80% of the businesses will want chatbots. The points below indicate the reason behind the recent popularity in chatbots and their impact on businesses.
Bots execute tasks by verbal or written command via various communication devices such as smartphones or personal computers. Contrary to websites and apps, bots reduce the hassle of having to go through different registration stages before getting any task.
For example: if a user wants to search for flight tickets, the ideal case scenario will comprise:
i. Log in to a flight booking app or website
ii. Enter your personal credentials
iii. Fill in information as requested
iv. Get results
v. Tally among a list of information provided
Bots confine all these processes to provide prompt figures. All you have to do is type or say, for instance, “Cheapest tickets to New York for 30th April” and you will be presented with the available seats for the cheapest price for the particular day. This is one example of how chatbots help decrease direct customer-business interactions leading to the decline in probable frictions caused by services.
Impact of Chatbots on Customer Care Services
Providing customer care service, perhaps, is the most common chatbot use. Moreover, it eliminates customer care representatives answering the same question repeatedly. Therefore, on behalf of the company and its customer care representatives, chatbots frequently answer questions. The process allows the agents to handle more complicated tasks.
Facebook’s Domino’s Pizza chatbox is a good example. Customers can directly order from the bot and track their order. Its “track order” option enables customers to know about their orders or delivery timings. In a case of complicated problems, the customers can ask for the customer care reps and try to sort the problems they are facing.
New Work Methods
Chatbots are the hip technology of the present. Additionally, with the innovative approach it has brought to consumer interaction, chatbots have started to take over the manual conversation process requiring human involvement.
Mike Crooks, head of Mubaloo Innovation Lab says, “With the consumerization of IT, where the consumer comfortably uses technology like smartphones, there is the expectation of intuitive experience and simple to use interfaces – which is not reflected in the technology solutions these consumers use at work. Bots present a fundamental step in the evolution of tech user experience and could help drive advancements in this area in the enterprise.”
This statement implies that the ease technology has enabled businesses to use chatbots. The integration of bots has influenced the workspace into upgrading the existing work methods to a more tech-oriented process.
Business Monitoring and Evaluation
Chatbots provide ease in monitoring business value, user satisfaction, and various metrics. While conversing with these bots, at most cases, conversations end with a yes or no question like “Did I help you find what you were looking for?” Satisfactory results propagate a healthy level of “yes” responses. At the meantime, “no” answers can help business find out what they could be lacking and provide improvement and adjustment opportunities. Moreover, users perceive a higher level of satisfaction with bots as they don’t display aggravated behaviors as their human counterparts. These natures of bots have had over a quarter of people believing that robots would be better at customer service than people.
Learn about more new tech tools in businesses from our panel of experts at the April 6th SalesTech event: How Technology Can Assist Sales and Demand Generation