While messaging and voice interfaces are the central components, they fit into a larger picture of increasing infusion of technology into our daily lives. This in turn is unlocking new potential for brand-to-consumer and brand-to-brand interaction. The fact however is, technology is becoming more deeply woven into our lives. Smart companies are finding new and innovative ways to get in touch with the consumers and looking for touch points that are contextual, relevant, highly personal, and, yes, conversational.
The key trend driving this include –
Growing generation of mobile-native consumers who are comfortable and fluent with messaging as an interaction.
AI and NLP enables 90%+ accuracy in machine parsing and understanding spoken or typed requests
Increasing levels of personalization and predictive assistance capabilities
Increased sophistication of notifications that are context-aware and available across devices
Statistics say that 47% of consumers would buy items from a chatbot. (Hub Spot, 2017) and 45.8% of consumers would rather communicate with a business through a messaging app than email. (ubisend, 2016). Also, Juniper research in its report published on 2017 said Chatbot could save businesses up to £6 billion per year cross industries.
Here are some interesting things that has been happening.