A chatbot is an automated and highly interactive conversational tool, typically powered. By artificial intelligence (AI) and machine learning, that responds to questions in either written or verbal form. These conversation-based tools can perform tasks varying in complexity, from answering simple. FAQ-oriented questions to helping customers conduct transactions like opening a bank account, booking airline tickets. And following up on a customer service request.
Chatbots are an easy and intuitive way to enhance your customer service by removing roadblocks. At virtually every step along the customer journey. According to LivePerson, 90% of consumers are more likely to do special database business. With companies that answer enquiries immediately, further positioning chatbots as a simple way to make great customer service accessible 24/7.
This is just one of many reasons why the chatbot industry is growing with each passing year. In fact, the industry’s value is expected to reach $10.5 billion globally by 2026, a direct result of 31% of the world’s top-performing companies saying that they plan to use AI solutions, such as advanced chatbots, to improve the customer experience within the next 12 months.
How do consumers feel about chatbots?
Even though chatbots are a relatively new way to deliver real-time customer service. Compared to making a good, old-fashioned phone call or even sending an email. They’ve become increasingly popular over the discover the best tools for seo years as a first-line-of-defense. For asking questions or getting a customer service interaction started. Sixty-nine percent of consumers prefer using chatbots to answer questions like ‘How do I book a consultation?’ and other simple enquiries.
Research carried out by Drift in 2019 revealed that 35% of people use chatbots to resolve a problem or for getting a more detailed answer. The same percentage of consumers also mentioned they’d like to see more companies offering chatbots as a customer service channel.
Fortunately, it seems as though reality lives up to the hype of chatbots, as 80% of consumers say their experiences with chatbots have been positive. So positive, in fact, that 27% of consumers would be happy to transact or purchase basic items directly through a chatbot interface.
How long have chatbots been around?
Surprisingly, the technology behind chatbots has been around since the 1950s. ELIZA and the Turing Test, created by Joseph Weizenbaum and Alan Turing, respectively, laid the foundations for modern chatbot technology. ELIZA, for example, was a programme designed to imitate a therapist. Even though it only knew 200 lines of text—and users were well aware they were chatting to a machine—it proved to be effective for some.
Though these early conversational technologies were quite basic and very. limited in chine directory their capabilities at first, major tech companies, such as Apple. Google, and Microsoft, were able to build on them to create products and services that are now part of the fabric of daily life.
Why were chatbots creat in the first place?
As smartphones came into mainstream consciousness in the 2000s, web content was suddenly forced to be condens onto a much smaller screen.