Chatbots are applications that are integrated into a given platform to automatically reply to incoming messages and initiate conversations in the most human-like manner.
This system, of course, is not new. But this year, according to Business Insider, it will turn out to be particularly important: according to the latest research, this branch of the industry will increase in value from $ 2.6 million in 2019 to $ 9.4 million in 2024. Online stores will benefit the most from chatbots because they will need efficient customer service, which will be more and more. But these applications will be useful to everyone.
Turn on automatic solutions.
2020 was a time of huge changes in our lives. But just because we had limited contact with people didn’t make us suddenly stop needing contact at all. Chatbots proved useful in the fight against COVID-19: they supported communication between healthcare professionals, helped to cope with increased online sales, and relieved customer service offices. However, it turned out that they could not really replace people.
How do chatbots work?
When a user sends a message to them, the bot processes the language and catches keywords in it. It then determines the sender’s context and intention and then chooses the best of the available pre-saved responses. Of course, they cannot cope with complicated issues. Therefore, their task is to save time. The application answers frequently asked questions (or popular requests and comments) within seconds, and if it happens more demanding, it will be handed over to a human being.
Where did it come from?
This type of technology saves money. Employees no longer have to deal with each case separately and can focus on solving the most complex ones. In addition, the whole thing is much faster, and the customer will simply receive an answer in the blink of an eye. Moreover, in 2019 as many as 62% of American customers declared that they like using chatbots to contact the company.
Let’s not forget that chatbots can collect data effectively, which is extremely important in today’s online world. They will save everything necessary from developing your industry in a fraction of a second. The world of Big Data is governed by the 3V principle: volume, variety, and velocity, i.e., quantity, quality, speed. By including bots in the calculation process, we collect more data and process what we collect faster.
This is why the biggest giants use chatbots.
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