We’ve covered the rise in AI quite extensively in our former installations of Thought Leadership. But, what we haven’t mentioned is one of the largest consequences of this rise… chat bots.
More and more companies, big or small have implemented chat bots to help out with various aspects of their day to day running, so much so that it’s actually estimated that 40% of large businesses will be using them by the end of the year.
The advancements that have come with AI are allowing chat bots to get progressively smarter over time; they can now collect more information about their target audience than ever before.
To answer these questions, we should probably break down exactly why chat bots have become so popular recently.
First and foremost, they provide information instantly. Naturally, this is a real plus for any business when it comes to customer service. They’re programmed to deal with predictable enquiries and FAQs so human workers don’t have to, freeing up their time for other tasks. Thanks to algorithms, the more the chat bot interacts with customers, the more it learns and the faster the whole process becomes.
Additionally, chat bots are available 24/7, unlike humans. They have no birthdays, no Christmas, no holidays at all.
It’s also been reported that chat bots have much more of a pull when it comes to consumers, with 53% of consumers stating that they’d rather use an online chat function before calling a customer service phone line.
So, with that in mind it doesn’t come as much of a surprise that the global chatbot market has a 24% annual growth rate… or that it’s predicted to be worth $1.25 billion by 2025, and that by the 2021 most enterprise companies will be spending more on bots then they will be on mobile app development.
Facebook Messenger apps have in particularly seen a rise in the creative ways in which we can utilise chat bots. Long gone are the days where they’re used solely for customer service; now the world is your oyster and with more and more people choosing to specifically use Messenger over the original Facebook app, there’s a real niche.
So, let’s take a look at a few examples of creative Messenger Bot uses. We’ve picked a few from the Music Industry in 2018.
Meet The Wombot. Essentially a news bot, The Wombats used it during their sold-out show at Alexandra Palace to screen messages stage side, asking people to sign up to the chat bot in exchange for a potential meet and greet. The general motivation here however was that the bot allowed them to contact fans directly and beat social media’s algorithms that are really causing problems for organic reach.
“With public service messages being delivered to androids and humans alike,” Years and Years utilised a chat bot to act as the official communication centre for the fictional world created around their recent album release.
The Rod Bot. The user was prompted to enter their name and choose their fave album track, which was then used to generate a bespoke piece of artwork, giving them something personalised to share on socials.
Built with NOW’s superfans in mind. This bot allowed users to browse a catalogue of releases, test their knowledge of artists and songs, learn fun facts, and access exclusive content based around NOW’s anniversary.
So, what’s next for chat bots? Where are they going from here and how will we be able to utilise them in the future?
Enter Natural Language Programming (NLP) and Sentiment Analysis.
The main issue that people have with chat bots is their inability to be ‘human’. Set to become one of the biggest 2019 chat bot trends, NLP will be making technology more intelligent and ‘humanistic’. The developers are programming AI to operate more and more like humans, just by being around us.
We spoke about how heavily Google are focussing on this in our previous Thought Leadership, but they’re not the only ones.
Similarly, there’s a large focus around developing AI’s sentiment. Human interaction is incredibly complex and can change from person to person, so this isn’t going to be an easy job.
For chat bots to really develop and integrate themselves so fully into our lives, they’re going to have to start recognising certain behaviours conveyed through consumers typing. The use of the full stop, the ever-dreaded thumbs up emoji, a delay in replying. These are all things that it’s predicted chat bots will be able to successfully analyse.
Finally, a big thing that is set to revolutionise chat bots is ‘Multilinguistics’. Imagine, you’re a brand-new business with a small team, you have plans to go global but you just don’t have the budget or the staff. With a chat bot that is multilingual, this is no longer a problem. You’ll be able to have that closer connection with consumers from all over the globe at the drop of a hat. Revolutionary.
So, with all that in mind, it’s clear to see that chat bots are justifiably on the rise. The real question is, what can our new robot overlords do for you?
Are you in need of a chat bot? Contact us today and we’ll sort you out.