Bot application technologies are not entirely new. As a matter of fact, they have been around for quite some time, although it is only now that industries and the public in general, are becoming more accustomed to their use. 2018 marked the year of chatbot apps with the majority of organizations using chatbots as part of their client support strategy. Industry experts project as much as 85% success when it comes to organizations capturing customer contact through technology in the coming year (2020).
Currently, bot application technologies are made and designed so that they can do more and can better recognize the intentions and questions of customers. It is for this reason that the adoption of chatbots has been increasing over the last couple of years. The most common use for chatbots online is within the realm of customer service. This is the largest domain where these bot applications are able to create the strongest impact. More recently, the market has seen successful applications showcasing the capability of chatbots in handling first contact with customers and even in handling complete cases. Industry experts project that chatbot applications will only continue to dominate the customer service sector in the years to come, while they also slowly begin to enter the customer engagement domain.
Other top uses for bot application and AI-powered support apart from customer engagement and call center service/customer support include digital marketing platforms, financial management systems, and cybersecurity. It won’t be long until the rest of organizations adopt chatbots and handle their own tech development for these applications. Large platforms like HubSpot, for instance, make development and implementation of bot applications more accessible to organizations by providing whitepaper and other such resources on how to make chatbots work on certain website pages and how they can support other departments like sales and marketing.
As organizations must deal with various business channels that should work together to ensure quality customer experience in every stage of their journey and interactions with the business. A typical customer now consults social media channels, website reviews, email, phone, and bot applications when considering a purchase, which is why the use and integration of these tools are crucial for successful online operations.
About the Author:
Ducont Systems FZ LLC is a global technology integrator and IT solutions provider that simplifies digital transformation and induces digital capabilities. We have diversified clientele in various industries including Banking, Insurance, Telecom, E-Governance, Consumer Electronics, Manufacturing, and Utilities & Logistics. We have expertise in Mobile banking solutions, Field service management solutions, Enterprise mobility solutions, and Microsoft and IBM solutions.
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