The Growth of Chatbots Usage in Customer Service Industry [Infographic]

The proliferation of chatbot madness did not start today. Introduced by Alan Turing, chatbox begun in the 1950s. The artificial intelligence industry is growing exponential with 2014 statistics showing that the artificial intelligence has hit $126 billion. One of the reasons for the rapid growth of chatbox popularity is that many companies around the world have started adding virtual assistant bots for the purposes of customer service.

Initially, chatbots were created to identify keywords, patterns, and keywords and the earned the reputation of being one of the most sophisticated programs. Today, they have found a critical role in marketing. With hundreds of abilities and artificial intelligence, many companies are using them in customer services. According to Invespcro, it is estimated that 85% of customer interactions will be handled by chatbots (without human interactions whatsoever)by 2020. Currently, 67% of customers use chatbots for customer support.

Chatbot Customer Service – Statistics and Trends

Infographic Source

Retailing companies like Amazon are using chatbots to help their customers to find adequate shopping solutions as well as to find outlets. In other words, chatbots are being used as personal assistants. For instance, Amazons’schatbox Alexa can do a number of things such as ordering, home automation, giving updates on news and sports and streaming videos and audio.

Why chatbots are the future of customer service

  • Important customer data

There is something chatbot can do compared to human beings in customer service. chatbots are capable of collecting a vast amount of data. This data can then be analyzed by the appropriate artificial intelligence system in order to improve the services of the company.

  • Omnichannel Personalization

One can easily develop personalized customer service experiences from the data collected. Customers today expect to personalized customer services. Companies can only achieve these expectations through intelligent virtual assistants. If you are dealing with millions of customers it will be impossible to offer personalized services.

  • Faster response time

Unlike human beings that are very limited in terms of the number of the number of personal interaction they can carry out at a time, chatbots have no such restrictions. Chatbots not only respond further, they can handle multiple chats at a time. Generally, chatbots will respond faster to chat requests compared to human beings.

  • Cost-effective

Artificial intelligence virtual assistant systems are cost-effective compared to the cost of hiring human personnel. Increasing automation is the way to go for companies that want to reduce costs. Chatbots essentially mean less staff needed to operate the customer service call center.


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Author: Stacey Rudolph

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