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Chatbots Charging on the Scene
Bots are being adopted in larger numbers by businesses and their customer today. And with improved natural language processing, they’re now better than ever.
As you probably know by now, bots are applications that automatically perform tasks. Those tasks can be anything from booking reservations to finding less expensive travel deals to providing weather conditions to helping with customer service inquiries.
Such well-known companies as Expedia (News - Alert) and airline KLM to less-known outfits like DoNotPay employ bots today. And research firm Gartner anticipates that more than half of medium to large enterprises will have deployed product chatbots by 2020. “Chatbots suit the types of workflow behavior characteristic of millennials, who are used to — and demand — instant, digital connections that keep them up to date at all times,” Gartner (News - Alert) writes. “It is natural that their work preferences would mirror those of their personal lives.”
Forty percent of consumers are open to interacting with chatbots, and nearly a third of them actually prefer it over working with a person over the phone or via email, according to a customer experience study by 7.
In addition to waiting for customers to call on them for tasks, AI bots can be used to help brands identify and respond in the appropriate tone to customer comments sent via email or posted on social media, Frank Pettinato, senior vice president of multichannel customer engagement at customer service outsourcing firm Telerx, told me in an interview several months ago. This kind of thing, he added, can enable businesses to respond to comments a whole lot faster and more accurately than they could otherwise.
“The goal here is to cast a wide net,” he said, but without letting on to consumers that they are receiving an automated response.
Gartner has noted that AI and machine learning could be used in banking to model current real-time transactions as well as predictive models of transactions based on their likelihood of being fraudulent.
And analyst Rob Enderle of the Enderle Group has talked about how AI could help prevent people from sharing content that could make them look bad or even lead to their dismissal at work. It could do that by recognizing potentially problematic communications and advising people not to share them, he said. An AI-powered solution could even help formulate something more appropriate.
Edited by Maurice Nagle