The world of bots is in its infancy and yet it’s already exploding. Bots are bringing nuanced intelligence to applications by replicating their human counterparts and millennials who are very eager to test drive them.
A growing community of developers are joining Microsoft, Facebook and Kik to help fuel the “chatbot workforce of the future.” Since Kik opened their bot platform in April 2016, they have built 20,000 bots and their users have exchanged nearly 2 billion messages with chatbots. How will the bots change enterprises? And why do they matter?
Here are three game-changing examples of how chatbots are transforming our experiences:
1. Empowering customer service with bots
We know that millennials strongly prefer text-based communication over talking. Most don’t mind talking on the phone, but they want to do it on their own terms. The goals of incorporating chatbots are: to field and answer common questions and requests around the clock. They can function as a level one customer service.
For example, in an online retail store, minor snags in the overall eCommerce shopping experience can be easily resolved with the help of a chatbot. Additionally, bots can easily gather information, understand context, and anticipate needs — potentially delivering a superior experience for your end users.
2. Simplifying purchases
In the era of digital shopping, “conversational commerce” is pivotal. Brands and retailers are able to connect with consumers in a personal way through messenger apps and chatbots. Bots can read messages, look at purchasing behavior, analyze browsing history, and offer suggested products to buy.
Taco Bell, for example, is completely changing how you order your fast food. They released a bot that places orders through social conversations. TacoBot will be able to answer questions, recommend items, and “be fully equipped with the sharp and witty personality you’d expect from Taco Bell,” Fortune reported. Check out what a conversation looks like with a “Tacobot”.
3. Delivering workplace personal assistance
Imagine how your company’s productivity could improve if your employees used chatbots to book travel. Hello Hipmunk is a virtual travel agent that can comb an employee email and calendar to create personalized travel recommendations.
Chatbots can also improve document management, explore sales leads, on-board employees, or resolve technical challenges. Add bots like X.ai to email threads, and they can facilitate back-and-forth conversations to coordinate, schedule, and alert others about team meetings.
Chatbots in the workplace have already created new expectations with real-time feedback, guidance, and innovative workflow solutions. The bots are intelligently complementing both humans and technology — keeping customers happy and boosting the bottom line.
Are you planning to roll-out chatbots to rally up your customer or employee experience?
I’m interested to hear about your plans.