CIODigital Disruption

What New Developments Do Chatbots Have Up Their Sleeve?

You can find chatbots everywhere for all kinds of online services. From solving issues to opening new IT tickets, they are catering to your online needs quite efficiently. In this article at SogetiLabs, Chris Arend explores the new developments you are going to experience in chatbots now.

Chatbots and Their New Service Offerings

As per a Gartner study, people will talk more with chatbots than their spouses by 2020. 85% of organizations will leverage smart machines for customer services next year. With the rise of NLP and AI, the world has come a long way from its first chatbot Eliza in 1966. Following are the new developments you can experience as far as chatbots are concerned:

Infusing the Human Element: A PwC study reveals that 59% of customers complain that chatbots lack the human touch. So, businesses are striving to make software robots more emotional and human-like. For example, the DSW chatbot Nikki is ‘nice, caring, and empathetic’. After answering your queries, she smiles at you. Exhibiting emotions is the next big step to making the AI bots more acceptable.

Solving More Complex Issues: Chatbots are the first line of assistance for the majority of businesses now. They can answer your basic, straightforward FAQs quite easily. For example, a virtual assistant or agent can now book orders or look up information for you. With more advanced technologies, they will someday be able to answer more complex questions.

From Text to Voice: Chatbots are evolving from text-based offerings to voice-based answers. Since speech recognition technology has advanced quite a bit, you might soon talk to chatbots that have distinctive voices. However, there are some challenges that companies need to overcome first. For example, they need to decide the personality of their chatbots to reflect their brand’s influence and capabilities.

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Indrani Roy

Indrani Roy is currently working as a Content Specialist for CAI Info India. She has knowledge in writing blogs, product descriptions, brand information, and coming up with new marketing concepts. Indrani has also transcribed, subtitled, edited, and proofread various Hollywood movies, TV series, documentaries, etc., and performed audio fidelity checks. She started her career by articulating a knowledge base for an IT client, and, eventually, went on to create user manuals and generate content for a software dashboard. Writing being one of her passions, reading books is naturally her favorite pastime. When not lost in the world of letters, she is a foodie, movie buff, and a theater critic.

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