If you haven’t heard much about chatbots yet, or you have a limited experience with this new technology, then the good news is that you’ll have plenty of chances to see what they’re all about soon. As we move into the future, it seems that chatbots and AI will both be a big part of the communication world and something that all businesses will need to think about.
Today, companies are already beginning to slowly leverage chatbots as a way of managing the basic communication tasks that used to belong solely to human workers. Here, I’ll examine how chatbots are changing the face of communication forever.
What are Chatbots?
In simple terms, chatbots are robots programmed to respond similarly to humans. According to experts, a chatbot is basically a computer program that’s been designed to have human-like conversations with customers, by sending messages that are relevant to consumer responses.
The possibilities of chatbots are broad. Right now, we’ve got technology that’s simple, such as basic chatbots that can handle specific messages sent from users, and technology that’s a lot more complex. For instance, the more advanced chatbots out there, and the ones that businesses are going to benefit most from in terms of communication are the ones grounded in AI.
AI-based chatbots know how to understand conversational phrasing, and can be programmed to learn actively from the previous conversations they’ve had with customers. This means that the right bots can constantly grow and evolve.
The Business Benefits of Chatbots
While it’s safe to say that certain tasks in the communication world will always require human input, such as customer service from an advanced perspective, PR, and marketing, chatbots are most useful in the more basic areas of interaction. Chatbots can automate processes in complex situations. For instance, in a hospital, they can make it easier for patients to book an appointment just by talking to a bot.
In practical terms, chatbots give businesses the chance to increase their efficiency, improve customer experiences, and reduce their overhead costs all at the same time. The reduction of staff requirements for repetitive processing will allow employees to get more done in a business environment. For instance, in the health industry, chatbots can reduce the workload capacity for hospital contact centres by up to 30%!
How Will the Chatbot Era Evolve?
Although there’s a lot of potential in chatbots, there’s also plenty of work to be done before this technology becomes a viable alternative to human-centric customer support solutions. As the trend continues to grow over time, new solutions will emerge that businesses can take advantage of in the communication space.
For now, some industries are likely to have an easier time adopting chat bots than others. For instance, the chatbot revolution might be led by financial and health care institutions thanks to their structured processes which are more suitable for automation.
Whatever comes in the following years with AI and chatbots in the coming years, it seems easy to suggest that the work landscape is about to see some serious changes.
Rob is Founder & Publisher of UC Today, a leading news publication specialising in Unified Communications & Collaboration technologies.