What’s in store for customer support chatbots this 2017?

Faith Ocampo Published on December 12, 2016

orange robot with screen belly text saying chat

Chatbots have come a long way since their invention in the 1960s.

One of the first bot-operated programs was called ELIZA, considered a primitive form of artificial intelligence (AI). It was designed by MIT computer scientist Joseph Weizenbaum to simulate conversations. Unsurprisingly, its biggest weakness was that it lacked the ability to contextualize a message.


Now, bots can understand messages to a deeper and greater extent, thanks to smarter natural language processors. With this ability, bots have penetrated the business sector, where they’re being used to deliver customer support.

Even social media sites—fertile breeding grounds for fast-growing businesses—are arming brands with bot-like capabilities. Facebook now lets programmers build their own bots to be deployed in the Messenger platform. Twitter also integrated a similar function into its Direct Message feature. All this allows brands to reply instantly to customers who message them via social networking sites.

As chatbots continue to revolutionize the customer service industry, what can we expect from them in the near future? Here are four predictions.

1.     SMS chatbots will dominate emerging markets.

hand holding smartphone with robot word balloons

While social media is gaining global popularity, SMS will still be a great platform for brand-consumer communication, especially in emerging markets. Since SMS works on every mobile phone without requiring Wi-Fi signals or mobile data, it’s widely usable in locations with limited connectivity. It would thus expand your business’ reach and allow you to connect with customers a lot faster.

The problem is, most SMS bots are meant for transactional, routine-based engagements only. To unlock SMS’ full capacity as a chatbot platform, brands must build sophisticated automation programs that can analyze and deliver human conversations.

2.     More businesses will invest on bots.

robot using computer funneling money

Gartner predicts that by 2020, 85% of customer interactions won’t require human intervention. A poll among startup founders also revealed that bots will be the most important AI application for businesses in the next five years.

Since 2010, over $140 million has already been channeled to developing chatbots. Out of this figure, more than half—about $85 million—was spent in 2015 and 2016. This trend is expected to grow, as more and more brands aim to build more intelligent versions of this automation technology.

3.     Chatbots will not replace human agents.

hand holding smartphone with human robot icons

There are many reasons why automation solutions, such as bots, can never replace human customer support agents. Nowadays, personalization has become a critical component of the customer experience, which is something that human support reps do best.

Thus, instead of replacing human employees, bots will be adding value to customer interaction. They’ll do so mostly by speeding up simple transactions. They can also help call centers handle massive amounts of messages and queries.

Human reps, on the other hand, will focus on solving complex issues, analyzing customers’ insights, and creating better strategies.

word balloon containing smiling robot head

Brands are working hard to make chatbot-facilitated conversations sound more human. This, however, comes with plenty of challenges. To enhance interactions, chatbots must:

•     be able to access, retrieve, and process enormous heaps of data
•     demonstrate a human-like personality
•     master the natural flow of human conversations

Building a bot that can do all these will allow brands to personalize the customer experience and build high-quality connections with their market.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 19 hours ago
Understanding your consumers' needs enables you to:
• improve the #CustomerExperience;
• earn customer loyalty;
• devise better marketing strategies;
• grow your demographic; and
• increase your revenues.

Here are 5 methods that can help your business have better knowledge of your customers' needs: https://buff.ly/3IWIQPC

----------
Partner only with an outsourcer with the expertise, resources, and manpower your brand needs: https://buff.ly/3PG8V9v

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
Open Access BPO 21 hours ago
𝐁𝐫𝐞𝐚𝐤𝐢𝐧𝐠 𝐛𝐚𝐝 𝐧𝐞𝐰𝐬 𝐢𝐬 𝐧𝐞𝐯𝐞𝐫 𝐞𝐚𝐬𝐲, 𝐛𝐮𝐭 𝐢𝐭'𝐬 𝐚 𝐜𝐫𝐮𝐜𝐢𝐚𝐥 𝐬𝐤𝐢𝐥𝐥 𝐟𝐨𝐫 𝐛𝐮𝐬𝐢𝐧𝐞𝐬𝐬𝐞𝐬 𝐭𝐨 𝐦𝐚𝐬𝐭𝐞𝐫.

Our blog post provides you expert tips and strategies to help you handle these situations with empathy and professionalism.

Discover effective strategies and best practices to ensure your communication remains clear, respectful, and compassionate: https://buff.ly/3PzDMVm

----------
Deliver exceptional #CustomerExperience with our services to ensure #CustomerRetention and foster brand loyalty: https://buff.ly/49cyrdm

#WeSpeakYourLanguage
#CustomerSupport #CX #CSat
#outsourcing #CustomerSatisfaction
Open Access BPO Yesterday
Your team embodies your brand to customers, from representing your values to delivering a top-notch experience.

That's why hiring those who match your brand's promise is a must. Otherwise, their inadequacies will misrepresent you as an unreliable company.

𝐇𝐞𝐫𝐞'𝐬 𝐡𝐨𝐰 𝐫𝐞𝐜𝐫𝐮𝐢𝐭𝐦𝐞𝐧𝐭 𝐚𝐟𝐟𝐞𝐜𝐭𝐬 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞:
https://buff.ly/3TSCwPJ

----------
Outsourcing with us today and get a team of dedicated experts for your business needs.
We develop programs from the ground up to ensure each process and solution matches with your brand’s needs and deeply addresses your customers' demands.

Contact us today and let our program developers know what your goals are, and we’ll help you get there: https://buff.ly/499VtSb

#WeSpeakYourLanguage
#CustomerSupport #CallCenters
#CX #oustourcing #recruitment
Open Access BPO Yesterday
Unresolved #CustomerService issues cause repeat complaints, which can have severe consequences like:
• customer dissatisfaction;
• loss of sales opportunities;
• increase in #CX expenses; and
• a blow to your brand reputation.

Minimize repeat complaints and elevate #CustomerSatisfaction and loyalty with these invaluable #CustomerExperience tips:
https://buff.ly/4962400

----------
Heighten CX by partnering with the right industry expert: https://buff.ly/3Tx9aoC

#WeSpeakYourLanguage
#CSat #CustomerSupport
Open Access BPO 6 days ago
No matter how popular your brand is, losing customers is something you can't avoid.

But instead of panicking and worrying incessantly when your customers start leaving, face the situation with an open mind and learn: https://buff.ly/490iW8d

----------
Prevent customer churn with our smart #CustomerExperience solutions: https://buff.ly/3TK5Jfl

#WeSpeakYourLanguage
#CustomerSatisfaction #CSat #CX
Open Access BPO 6 days ago
#𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐒𝐚𝐭𝐢𝐬𝐟𝐚𝐜𝐭𝐢𝐨𝐧 𝐢𝐬 𝐦𝐨𝐫𝐞 𝐭𝐡𝐚𝐧 𝐣𝐮𝐬𝐭 𝐚 𝐧𝐢𝐜𝐞-𝐭𝐨-𝐡𝐚𝐯𝐞; 𝐢𝐭'𝐬 𝐚 𝐦𝐮𝐬𝐭-𝐡𝐚𝐯𝐞.
Happy customers become loyal customers, and they're more likely to spread the good word about your brand.

But if you want to keep your customers happy, you need to avoid these cardinal sins: https://buff.ly/3x8omB6

---------
Let's start building a #CustomerService program that addresses your needs head-on: https://buff.ly/3TLqV4U

#WeSpeakYourLanguage
#CustomerSupport #CX
#CustomerExperience #CSat
Open Access BPO