In recent years, businesses have undergone some major transformations. Incorporating AI in various business operations has revolutionized and streamlined several processes. One of the prominent instances is conversational AI. Companies and businesses of every size are adopting this futuristic technology.
By 2020, 80 percent of businesses will use AI-driven chatbots. Businesses and customers both find it mandatory to incorporate chatbots in the business processes. Online brands, in particular, ensure using chatbots. When I launched my online brand, all I had was a subscription to one of the Spectrum bundles and two people in my team.
But since it was an online brand, the first thing I ensured was adding a chatbot. You need to have that futuristic touch to your brand in order to target modern consumers. Also, it is free of cost!
Conversational AI can help you cut down your customer services budget significantly. No wonder AI-driven chatbots are growing at a quick rate. Enterprises are exploring and gravitating to improved conversational AI-solutions. They want to ensure more value. Let’s know about some of the latest trends in the conversational AI industry!
More Human-Like Chatbots
As already mentioned, chatbots have taken over in innumerable business sectors. We already have native bots such as Apple’s Siri. But now, third-party developers are collaborating with tech companies to ensure better interaction with the customers. Take the instance of your Uber ride. You can now use your Facebook Messenger app to order an Uber ride.
Ever since we have started using chatbots, the only drawback was its unnatural, computerized feel. A computer addressing queries puts off some customers. They prefer real-life salesperson instead of these automatic responses. Companies have come up with a solution to this unease.
Advanced chatbots will be more human-like. They will be programmed to address queries more comprehensively. We are hoping that customers from age groups will identify the value of chatbots.
More Voice Experiences
With inventions like Google Home and Amazon Alexa, voice experience is becoming more refined and popular. The AI-powered smart speakers introduced by industry giants have changed the way consumers used tech. Reportedly Amazon has sold over 100 million Alexa-built-in devices. Alexa store has more than 20 thousand skills at the moment.
Google is providing voice assistants to all Android devices. This includes wearables, smartphones, and smart TVs. the future seems more promising.
Small organizations are emerging with their own voice-powered devices and technology. Their collaborations with industry giants are expected. And it will bring great improvements. Developers are pouring in all their efforts to bring voice-based and conversational AI to the mainstream.
Market for Conversational AI Solutions
Organizations are beginning to realize how important it is to shift to conversational AI. They are beginning to recognize the value of conversational AI. That’s why enterprises are now testing, trialing, failing, improving, and refining different conversational AI solutions. Companies are investing resources and time in building centers of excellence to refine these solutions. They are hoping to refine this chaotic and complex landscape and come up with convenient and efficient solutions.
Professional consultants in AI services are now providing support to the said centers of excellence. They have volunteered to work as mentors to provide their guidance and expertise for developing and deploying mature and more intelligent conversational AI processes.
This illustrates and predicts a definite shift!
Machine to Machine Talking
Chatbots are capable of more. We already know AI-driven chatbots are providing a good customer experience through directly contacting and communicating with the customers. But connecting different bots can boost your operations immensely. Don’t just stick to those automated responses. Think bigger!
Businesses can immensely improve all their operations if they leverage Machine-to-Machine Talking. They can provide all their products or services via a single, AI-driven channel. Using a chatbot they can:
- Have the products purchased through a bot.
- Confirming the purchase decision using the same bot.
- Consult about the delivery details via the same bot.
This can streamline the whole process for both, businesses and customers. It will also ensure a seamless and smooth purchasing procedure and communication.
Conversational User Experience [CUX]
It is predicted that companies will adopt this new trend in 2019-2020. CUX is a new version of the famous UX design. But it comes with highly enhanced features such as:
- Development of Brand persona.
- Personalized content.
- Guided conversations.
The main purpose of CUX is to help companies and businesses create robust and helpful customer communication on their chatbot. In the near future, if any business fails to keep up with CUX, they will risk the effectiveness of their customer support.
Reusing Conversational Data for Improved Solutions
This is going to be one of the most prevalent trends. Reusing conversational data of your customers can reveal a lot about their likes, dislikes, expectations, idea, what they are looking for, and so on. All this information is highly useful in understanding your consumers. You can develop and improve your products and services according to what they expect of them. This data can help you improve your conversational AI solutions too.
The last time I got in touch with Spectrum technical help for an internet-related query, the rep seemed to know how often I have been experiencing the same issue. It seemed like they have studied my user experience.
