Artificial intelligence (AI) is the ability of machines or computers to emulate human thinking or decision-making. After years of speculation into the technology and its possibilities, AI is starting to deliver on its promise. Here are eight stats that prove natural language processing, machine learning and cognitive computing are helping businesses to deliver excellent customer service.
Artificial intelligence (AI) is giving customer experience a shot in the arm. Organizations are increasingly adopting conversational chatbots for providing customer service. Airports around the world are investing in mobile androids that help travelers with directions. Hotels are experimenting with voice-assisted in-room controls.1 A Microsoft social chatbot in China, "Xaiolce," already has over 200 million users, with 600,000 calls made in the first ten months since its launch.
Welcome to the world where messaging apps are slowly becoming new platforms of convenience and customers expect to unlock a universe of information using only their voice. Today 6 out of the top 10 mobile apps are messaging apps. Over a third of customers prefer social media over telephone conversations for customer support. Over1 billion messages are sent between people and businesses every month on Facebook Messenger. The rise of messaging apps, social media, mobility, cloud, the Internet of Things, and landmark breakthroughs in machine learning, natural language processing, and cutting edge technologies like neural networks have revolutionized the way consumers interact with devices.
With Amazon's Echo Dot ranking as the "best-selling product from any manufacturer in any category across Amazon globally" during Prime Day 2017 and Google Home pairing up with Wal-Mart and The Home Depot, the era of AI-assisted selling officially had its breakthrough during the first half of 2017. Additionally, according to a recent Gartner study, sales of voice-activated speakers with artificial intelligence capabilities will reach $3.52 billion by 2021, signaling that adoption of voice-enabled speakers will only continue over the next few years. Though e-commerce continues to gain ground on in-store purchasing, we are collectively a group of consumers who often use our voice throughout our purchasing journeys. Whether it is asking for a different size or color, checking if our product is in stock or simply expressing how we want to pay, we are used to these interactions. While voice feels natural in a store environment, e-commerce has been a domain of scrolling, typing, tapping and swiping, and it is only recently that technology giants like Google and Amazon have capitalized on our natural instinct to use voice, to make searching and shopping even more instant and frictionless.
By the end of 2021, more than 1.6 billion people will use voice assistants on a regular basis, and it is certain they will want to do more than ask about the weather or hear their favourite song. Such assistants will provide retailers with an unprecedented opportunity as consumers use them to find, research and buy products. For this reason, exploring how voice assistants can improve the customer experience is a core focus for many retailers right now. Conversational artificial intelligence (AI) is powering voice technology systems and be it Alexa, Siri or Google Home, these platforms are enabling customers to interact with brands in ways that are not only convenient but also highly personalised and contextualised. In a conversational AI world, virtual assistants will search, open, fetch, command and engage the dozen or more websites, portals, apps and systems we all interact with daily.