Chatbots : The Future of Customer Support

Artificial intelligence has indeed come a long way since the Turing Test was developed by Alan Turing in 1950. This digitalization wave has engulfed almost all industries worldwide, from banking and finance to healthcare, travel, and sports.  Countless companies, like Nordstrom, Neiman Marcus are jumping on the chatbot bandwagon due to the high number of benefits it can provide their business with. An undeniable factor in selling your business is the ability to provide reliable customer support to consumers. The need for immediate responsiveness in this digitally conscious world has opened most marketplaces to a robot based customer service: chatbots.

More than 25% of the world’s population (1.75B people) will be using mobile messaging apps by 2019

– eMarketer

The success of chatbots in delivering quality customer support while being indistinguishable from a human agent means the technology is here to stay. Between 2015 and 2016 alone, there was approximately 622% increase in the chatbots global market, and it is expected that by 2025 it will reach $1.23B.

Chatbots have revolutionized the delivery of customer support by being able to effectively engage consumers, resolve their problems or educate them, and doing it in record time too. This helps grow the business while saving it the cost of a human agent.

The extraordinary success of Amazon’s flagship chatbot Alexa has encouraged a lot of other businesses to jump on the bandwagon. According to Mindbowser, 75% of businesses surveyed planned to build a chatbot in 2017, while 80% claimed they already use or plan to use chatbots by 2020.

Chatbots definitely own the future. While the arguments rage on whether chatbots will completely replace their human counterparts in customer service, companies like Facebook, Expensify, Amtrak, Leadpages, MongoDB have already implemented chatbot technology which has significantly improved their businesses.

Guest Author: Josh Wardini from WebmasterJury.org

Original Infographic.