With this and how automation will affect organizations / people / processes, the increasing demands in service delivery, the need for scale to address expanding and rising User expectations, a changing and tight labor market, the ability for enterprises to leverage their investment and familiarity in current information services, and that retailing is still a very margin-sensitive business – the expectation is chatbots will –
This and other research points to a bright future for chatbots with the global market predicted to grow 24.4 % during the next four years, and self-service apps will drive adoption, according to a report by Research and Markets. As well, Research firm Gartner predicts that about 25 % of Customer Service and Support Operations will use virtual assistants or chatbot technology for customer engagement by 2020. According to a recent survey of 3,000 U.S. consumers conducted by Mastercard and Mercator, 66 % of consumers now use voice assistants or messenger / text-based chatbots – with 21 % of people actually making purchases through the technology.
In the way of insight, while chatbot technology first took hold via existing messaging applications (ie: Facebook Messenger), organizations are expected to integrate chatbots with their current applications (at the desktop and in mobile) – to extend the capabilities of their information services. Further, with some chatbots exuding personality (ie: the Taco Bell chatbot “TacoBot “) – is jovial and witty in answering questions and patiently – that uses a messaging application through the Slack platform. In another example at the Las Vegas Mall – The Miracle Mile Shops at Planet Hollywood Resort & Casino – has launched Jules, a chatbot with a “witty sassy and trendy personality” to interact with the mall’s “chic and lively” shoppers. Jules converses through Facebook Messenger – with a relaxed, judicious approach. And when a chatbot utilizes AI there is the ability to determine context and build long-term trust – that is forged via machine learning and conversational design.
July 5, 2018 – CAIL – Innovation Industry Commentary …from Juniper Research