Chatbots are artificial intelligence (AI) software that acts as a virtual "concierge," communicating with users and assisting them in completing their goals.
Chatbots interact with humans in a natural way, primarily through the use of text chat windows, but verbal interactions are also possible.
Over time, as the system collects more data insights, the AI learns more about the customers, making it possible to offer a continuously-improving service.
Throughout 2018 and 2019, chatbots carved out a regular role on Facebook, by the tens of thousands, for different tasks.
Everything from providing weather reports to automating some basic customer support functions can be easily handled by sophisticated software.
Bots allow users to get personalized, focused interactions without pulling too much from limited human resources.
80% of businesses claim they want to start using chatbots this year. When you consider the benefits, it’s easy to understand why:
- 24-hour service
- Instant responses to customer queries
- No need for breaks, vacations, or overtime pay
Tidio research from January 2020 found that 43% of consumers prefer to message an online chatbot rather than to phone customer service centers when communicating with a brand.
So, with businesses and customers keen for more involvement with chatbots, this is sure to be one of the fastest-growing digital marketing trends in 2020.