In our last story, we went over the 7 key factors to consider before choosing a Chatbot Development Platform. Between selecting a particular use-case, choosing a platform, developing and finally deploying a functional bot -- there's a lot more than what meets the eye. This article aims to uncover more around the key factors that determine the chatbot success along with the entire development process. The end goal with the chatbot is to achieve high-quality customer experience and service staff assistance. The noticeable element of chatbots is obviously the technology.
They've been around for quite a while but only recently, (2016 onwards) they've became popularized and mainstream, with brands and enterprises engaging in chatbot development in order to reach customers with better efficiency and cost-effectiveness. Enterprises today, build and deploy chatbots to not only assist but also automate its customer support. For e.g., KLM Royal Dutch Airlines handled an upwards of 16,000 interactions on a weekly basis and in 6 months, the Blue Bot sent out almost 2 million messages to more than 500,000 customers. Surveys show that 37% of Americans would prefer to use a chatbot to get a swift answer, in an urgent situation. Additionally, 64% of Americans feel that the 24-hour availability of chatbots is the best feature with 55% appreciating the instant response and instant communication.
Businesses can now use conversational AI to automate customer-facing touchpoints everywhere -- on social media platforms like Facebook and Twitter, on their website, their app or on voice assistant devices. Industry giants like Apple, Amazon, Baidu, Facebook, Google, IBM and Microsoft are investing large resources to drive AI progress. And though it's still relatively new among enterprises, by 2021 Gartner predicts 25% of enterprises across the globe will have a virtual assistant to handle support issues. If your organization is not yet familiar with conversational artificial intelligence, it is a set of technologies that enable computers to simulate real conversations. According to Georgia Partners, conversational AI refers to the use of messaging apps, speech-based assistants and chatbots to automate communication and create personalized customer experiences at scale.
Gone are the days of building just another boring website to have a digital presence. We have entered a new era where everything is connected to build next-generation digital experiences. The introduction of the iPhone in 2007 marked the mobile revolution which has entirely changed users' expectations of the web and the digital experiences it generates. This situation started a ripple effect and with the rise of the mobile Internet, we shifted away from installed software on our desktops to mobile apps at our fingertips. The explosion of mobile apps reached a tipping point in 2008, and just like every other technology trend, it settled in over time.
Technology in today's Age of the Customer is simultaneously increasing customer expectations and making service more complex. In the last few years, smarter algorithms, artificial intelligence (AI), self-service channels and analytics have exploded, and 56% of global consumers say they have higher expectations for customer service now than they had just one year ago. This wave of innovation is also bringing exciting opportunities for service managers to transform their brand's customer experience. Bluewolf, an IBM Company, predicted that AI will impact customer service in four key areas in 2018. Guiding -- Predictive and machine learning models to instruct next best action with the customer.