Can you see my screen?
Who would have thought that the most commonly used business pick-up line for 2020 will be “Can u see my screen?” (Spoiler: It's not working pick-up anything, forget anyone so, STOP!) 2020 threw a lot at us. From being locked-up in our homes, dressing up for work only half-way (a crisp shirt and PJs) to the new official sign-off “Stay Safe”(annoying much yet?)
Have a great day and Stay Safe
But quietly, 2020 also was pushing the cause of one special little technology. The chatbot revolution was accelerating. This year has made businesses realise the importance of “empathy” or “being there for your customer” and not just in the form of those brain-bending wait tunes (I’m cringing thinking of that Vodafone tune).
This pandemic is making businesses see why they really need to talk to their customers, and in the way the customer wants. Let’s usher in the era of “live-chat” and 24/7 support. In the last 5 months, Digital Assistants have gone from “good-to-have” to “must-have”.
Of course, we at BotSupply have been singing this song since the good-old early 2016s but don’t make us say “We told you so!”
Rest of the World: "It's time for a chatbot"
BotSupply 🙄: “We told you so!”
To start understanding the value of bots its enough to see the latest data released by Facebook
There are over 300,000 chatbots on Facebook Messenger. According to a Hubspot research 71% of people willing to use messaging apps to get customer assistance, many do it because they want their problem solved, fast.
This is where digital assistants come in. Over the last few years, we have seen the race accelerate. Research from Forrester showed 5% of companies worldwide said they were using chatbots regularly in 2016; 20% were piloting them, and 32% were planning to use or test them in 2017 and this number is growing exponentially beyond 2020. This just means one thing.
The ones who are piloting, testing, and using chatbots today are getting far ahead of the pack
Digital experiences will account for far more service interactions in the future than we see now. AI assistants will integrate multiple service offerings into a "single box" interface for customers. Service brands are having to compete within that paradigm.
Your customers will experience less brick and more click. That’s not a prediction we need Nostradamus for. In 2020 and beyond, there is only one question left to be asked.
The question is not
"Should we move into the world of Conversational AI"
"Why haven't we yet"