AI powered customer service has picked up its fastest pace. It is a new revolution, which every industry is working on, to transform conventional customer service into AI-powered digital solutions and improve every aspect of customer journey including brand awareness, product knowledge, customer acquisition, after sales support and loyalty programs. According to marketing gurus by 2020 more than 80% of customer service will be conducted without engaging humans, it will be taken over by AI-powered Chatbots. With advanced systems powered by automated solutions, users can now book a restaurant reservation, order a pizza, book a movie ticket, hotel room and even make a clinic appointment. Customer service industry is gaining much momentum especially due to disruption of Artificial Intelligence – a technological breakthrough that has taken almost every business industry by storm.
Humans have been storing, retrieving, manipulating, and communicating information since the Sumerians in Mesopotamia developed writing in 3000 BCE. Since then, we have continuously developed more and more sophisticated means to communicate and push information. Whether unconsciously or consciously, we seem to always need more data, faster than ever. And with every technological breakthrough that comes along, we also have a set of new concepts that reshape our world. We can think back, for example, to Gutenberg's printing press.
There's no doubt chatbots are forever changing the way businesses operate and the way that marketers approach marketing. Not only do these virtual assistants have the ability to impact almost all aspects of a company, they're also great customer service tools that can provide assistance around the clock. However, chatbots aren't just customer support or a self-service option; these AI-powered assistants can improve an organization's productivity by providing help to different departments like human resources, marketing, production, and sales. A chatbot in itself is a new channel and a new way to communicate. You have to think about a new user interface and conversational commerce.