According to a recent report, 80% of all UK businesses will have a chatbot solution in place by the end of next year. The increase of the use of artificial intelligence and the accessibility to many businesses of disruptive technology means that many companies can now easily take their business to the next level with AI chatbots. For anyone wondering, disruptive technology is technology which significantly alters the way businesses or entire industries operate, and it will often force a company to change the way they approach their business for fear of losing their place in the market or becoming obsolete, for instance, this has recently brought about the growth of online sales.
What are chatbots and how do they work?
Chatbots are computer programs which are built on the concept of artificial intelligence and data analytics, and they will automatically respond to “chats” or messages sent through a website or app drawing on information from a database or by using AI algorithms which are learned over time.
What to clients think of chatbots?
Messaging a chatbot should give clients a similar experience to messaging a “live” client services operative but currently many chatbot systems are more advanced than others, and it is often easy for a client to know when they are talking to a chatbot rather than a human. However, with current advances in technology, it is likely that it will not be long before it is a lot harder to tell the difference. Whether clients will like this remains to be seen as currently around 59% of clients say they want chatbots to make it clear that they are a ‘bot and not a human.
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