Chatbots are transforming the way of interacting with customers and serving them an improved experience. Obviously, with an increasing number of customers and their queries, businesses can't compromise with their quality offering, personalized delivery, and prompt support to their customers which assists them to remain competitive and to enlarge their return on investment. As per IBM reports, businesses spend $1.3 trillion on 265 billion customer service calls per year, and Chatbots can help reduce customer service costs by 30%. Hence, enterprises today are adopting Chatbot development services to improve their customer service experience with a long-lasting impact. Chatbots are transforming the way of interacting with customers and serving them an improved experience.

In today's digital era, digital transformation is atop, gone are the days of offering courteous and superficial customer interaction. To satisfy the customer using the right tone of voice has no more space in this digital era. Earlier, businesses were required to ensure how their agents were hitting the target KPIs such as average wait time, average handle time, talk time, follow-ups – all of these metrics are still significant, but customer service industry has realized that CX – customer experience is king. To enhance the customer experience one of the best ways is to set your business apart from the herd and leverage the benefits of higher ROI. As of 2018, 84% of organizations have surveyed in the Global Customer Experience Benchmarking Report and acknowledged that CX is indeed key differentiator and 81% of them have identified customer experience as a cost-saving effect.

"The biggest risk is not taking any risk. In a world that is changing really quickly, the only strategy that is guaranteed to fail is not taking risks." Customer experience is the key to business success and with new technologies emerging and getting popular; it has become imperative for us to stay on track and take risks. Because the only thing constant in the world of customers is change. A business needs to evolve, change, and grow to match customer demands and expectations. We see data science and AI leaving their mark on almost every existing process; it is no longer a farfetched what we saw in those robots taking over the world movies.

Artificial intelligence has been around for quite a while now, and it's already made a strong impact on many sectors. It should be no surprise that customer service has been one of the most affected ones, and it looks like we're only seeing the tip of the iceberg in terms of what's possible, too. Many changes are coming up on the horizon, and with the fast adoption rates that we're seeing in many companies, it's only a matter of time before this technology will have an even more central spot in the current environment. Machine learning and natural language processing (NLP) are pretty much at the forefront of these developments. They have an inherent link with customer service that's hard to ignore, especially when it comes to direct interaction with users.

Technology is transforming the lives of people, and simultaneously changing all business operations. As a result, every industry is focusing more on adopting new technologies in their businesses. The customer service industry is no exception, as it has turned into a new stepping stone for businesses. Customers have access to the product information, while businesses have access to customer data and means of reaching their customers. Therefore, it has become imperative for businesses to offer a seamless customer service experience in all aspects.

Working in digital marketing keeps you fairly up to date on many of the top trending topics in the worlds of media and technology. Sometimes, a new topic or buzzword will bubble up and take hold for a while before eventually fizzing out without much of a real-world impact. Other times, a trend will have real staying power. These are the instances that create wholly new industries and transform existing ones. One trend that figures to have this kind of impact is artificial intelligence (AI). At its core, AI can be defined as the ability of machines to learn in a way that mimics human intelligence.

With the rise of the artificial neural network, which mirrors the interconnected nodes of the human brain, artificial intelligence is ready to graduate to a new level. Artificial neural networks (ANN) are programmed to be cognizant of patterns. ANN can read human speech and synthesize the use of specific words to identify subtle meanings in human communication. The implications are particularly impressive once processing speed is taken into account. The (until now) uniquely human ability to understand the complexities of language, multiplied by the speed of computational efficiency, results in a very effective response program. I know, I know: Your mind is blown; (yes, AI can now write puns like that).

Year after year, blockbuster films are replete with Turing-test-passing examples of AI -- and this past year was no exception. From Blade Runner 2049 to Marjorie Prime to Star Wars: The Last Jedi, it seems the public's appetite for depictions of truly intelligent AI is insatiable. This tendency to dream of overly optimistic futures when it comes to technology is hardly relegated to the movies. In 2016, publications including Wired, Forbes, and, yes, VentureBeat, eagerly predicted a year where "machines will win" and AI will spark "the beginning of a new internet." However, while there have been massive advances in AI this year, particularly in semantic recognition, the future the media predicted is far from realized.

Facebook recently caused a bit of a commotion as rumours circulated that it had to shut down two of its chatbots after they started talking gibberish to each other, as if inventing and learning a new language or a secretive way to communicate. Mark Zuckerberg and Elon Musk have also publicly wrangled over the future of Artificial Intelligence (AI) and machine learning, while the Western tabloid media continues to try to generate mass panic about robots pinching our jobs. Sadly, the "Facebots" in question were in fact using verbal shorthand to better compute tasks. They weren't planning to take over the world (just yet, anyway!) but finding a more efficient route to task completion. Let's have less of the doom-mongering, more about the opportunities that AI, machine learning and automation can offer us in the real future of work.

On the heels of several recent high-profile customer service debacles in the airline industry, it's clear that how you treat your customers can make or break your company and its reputation. From legacy giants to the booming on-demand economy, fast and intelligent customer service has never been more crucial. And with new developments in technology, including buzzwords like cognitive computing, machine learning, and VR, merging human interaction with AI is seeming to be more and more likely the solution for managing customers needs. Using AI to manage customer service is a trend that we will increasingly see more of. However, that's not to be confused with completely replacing human interaction when it comes to customer service.