We are living in a
century where technology dominates lifestyle; Digital Transformation with Big Data, IoT, Artificial Intelligence (AI) are such examples.
Over the past six months,
Chatbots have dominated much of the tech conversation, the next big gold rush
in the field of online marketing.
Chatbots are built to
mimic human interaction, making them seem like an actual individual existing
digitally. It could live in any major chat product (Facebook Messenger, Slack,
Telegram, Text Messages, etc.), powered by basic rules engine or NLP and AI.
Chatbots have helped in
conversation commerce in real time such as booking a cab or ordering a bouquet
of flowers or pizza. Consumers will benefit from chatbots through
personalization, and this is where social media plays a big part.
Here are a couple of
other examples:
· Weather bot: Get the
weather whenever you ask like Poncho
· Grocery bot: Help me pick out and order groceries for the
week like Yana, MagicX
· News bot: Ask it to tell you whenever something
interesting happens like TechCrunch, CNN
· Personal finance bot: It helps
me manage my money better like Abe
A chatbot for an airline will
function fundamentally differently from a banking bot.
People are now spending
more time in messaging apps than in social media and that is a huge turning
point. Messaging apps are the platforms of the future and bots as over 90% of
our time on mobile is spent on messaging platforms like Facebook messenger,
Whatsapp, Wechat, Viber etc.
Typically business need
to answer following questions to create a bot:
· Do you need a constant communication back and forth with the consumer?
· What are customers’
expectations for the interaction?
· How will the bot act?
· What happens when the bot
fails?
Chat bots have to be
great at answering questions, this is usually how they are challenged, and
IBM’s Watson is probably the best question and answer system.
There are several
advantage of Chatbots:
· 24×7 availability – A bot
exists digitally unlike a human being, and can thus be pressed into service
continuously without any interference
· Faster response time than
humans, coupled with an AI, chatbot’s machine learning and multi-tasking
abilities make it a highly efficient virtual assistant
· Bots allow for a two-way,
personalized interaction between the consumer and a brand
· Saves Resources –
Employing a chatbot to handle basic customer interactions can free up valuable
human resources without a decline in productivity
Tacobot Allows to order
Taco Bell even more quickly.
KLM has a customer
service bot that's able to check your flight status and let you know if it's
been delayed.
Interacting with software
at a human level is becoming more mainstream from digital assistants like Google Home,
Google Now, Apple Siri.
Going forward people will not be able to tell the
difference between human and machine.
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