Chatbots have become the norm for businesses for the past couple of years. After all, they provide customers with a 24/7 point of contact that quickly answers their queries without any human intervention.
However, the rapidly evolving customer expectations have fostered the need to adopt a more agile approach toward chatbots. Simple rule-based chatbots that enable a set question-and-answer game are no longer enough. Companies are on the hunt for solutions that can handle complex conversations.
This blog post lists the top chatbot trends and predictions that will help scale your organization in 2023 & beyond. Keep reading to know more.
Key Chatbot Statistics for 2023
Consider these research-based statistical insights to ensure the successful deployment of virtual assistants.
4 Chatbot Trends and Future Outlook
Now that it’s evident that chatbots will continue to expand at an accelerated pace, let’s take a closer look at the top trends that will remodel them for good.
1. Generative AI Will Take the Center Stage
“By 2025, generative AI will account for 10% of all data produced.” — Gartner
Many businesses today are submerged in a sea of data. This makes it strenuous to gain a deeper understanding of customers’ needs and preferences, thus impeding them from running an effective marketing campaign or providing better CX. Enter Generative AI!
Built on pre-trained, large language models, it enables the creation of unique text, images, and other content with tremendous accuracy. This is a game changer for businesses as it allows for more natural automated conversations with customers across touchpoints.
Recently, there has been a lot of buzz around ChatGPT, a generative AI model, developed by OpenAI. It uses a variant of the GPT (Generative Pre-training Transformer) to interact with users and answer their questions in real time.
2. The Influx of Internal Enterprise Bots
AI-fueled chatbots are a win-win for everyone. Besides interacting with customers and prospects, they will start enabling internal customers as well, i.e. employees. 2023 will witness a massive uptick in internal implementations that aim to:
- Augment Agent Productivity: AI-powered internal chatbots easily resolve recurring queries, thus offloading agents from mundane tasks. This empowers them to redirect their efforts toward quickly resolving more complex tickets.
- Simplify HR Processes: AI chatbots can be adopted by the HR function to automate a part of the employee onboarding process and answer a big chunk of operational employee queries about policies, holidays, benefits, etc.
3. AI Chatbots to Uplift Customer Service
“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” ~ Steve Jobs
One of the best ways to stay ahead of the competition is to accurately predict what customers want before they realize it. Thanks to cutting-edge AI chatbots, it’s no more a hard nut to crack.
They can track crucial customer insights, such as search patterns, clickstream data, product(s) version owned, etc., to provide personalized recommendations at the right time.
Further, companies can use AI chatbots to capture qualitative customer data to improve business processes, customer satisfaction, and product selection.
4. Chatbots to Emerge as a Key Driver of Sales
Traditional chatbots fall short when it comes to establishing value propositions. This is where cognitive chatbots enter the frame!
They leverage new-gen technologies like AI, ML, and NLP to analyze customer sentiment, interests, purchase history, and engagement patterns. The resultant data is then plotted alongside customer activity to accurately identify upselling and cross-selling opportunities. This is an efficient way to boost sales and customer loyalty.
Ready to Reconfigure Your Digital Experiences with Intelligent Chatbots?
The future of chatbots is bright. Both customers and businesses want rapid and accurate answers. That’s why we developed an intelligent chatbot—SUVA—that mimics human interactions with hyper-personalized responses. If you want to learn more about its capabilities and how it can help transform your organization, request a free demo now!
