Heading into 2021, AI is set be a major digital trend. One of the trends in AI that is will continue to be a major trend in 2021, is the use of Chatbots. Chatbots are becoming an important tool to reshape businesses and provide customer satisfaction. Chatbots will be available 24/7 to address customers’ needs. As the digital world evolves, chatbots are being built to be more ‘human like’ providing an accurate and unique customer experience.
According to Linchpin, 47% of organisations are expected to implement chatbots for customer support services, and 40% are expected to adopt virtual assistants.
AI & Intelligent Assistants In The Workplace
There is an increasing likelihood that we will see chatbots being used in the workplace. They could be used to communicate with employees, answer questions and assist with the employee onboarding process. For hiring and onboarding new employees, chatbots can set the screening questions, record their answers and guide them through company policies.
Chatbots With Emotional Intelligence
Chatbots are being built to pick up on human emotions; and are going beyond artificial intelligence into emotional intelligence. Emotional Intelligence in AI will identifies speech and text. When a chatbot recognises what you have typed, it will automatically take information and try to understand your mood to know if you are angry, sad, or happy. They will be playing an important role across in the artificial intelligence industry.
Voice Chatbots To Become Mainstream?
Voice chatbots could provide an effective solution to personalisation that will help reduce the problems caused by users' requirements. This will provide a more personal feel, with Voice chatbots often having their own unique voice. So just like interacting with a voice command device such as Siri or Amazon Alexa. With the increase in voice search, it would make sense for business to opt for Voice chatbots.
Customer Insights To Facilitate Chatbot Behaviour
A deeper integration of AI and chatbots is needed to truly assess user behaviours and their experiences. Chatbots can collect, normalise, and aggregate customer feedback data to help train chatbots to have more human-like features. Chatbots on social media platforms play a huge part on gathering this data.
Chatbots are helping revolutionise the digital and modern business world. In the coming years’, we expect chatbot trends to evolve even more, leaving us amazed. As more business look to take on a digital approach, chatbots could become an everyday thing.