The Chat Bot Revolution and Its Relevance in Consumer Relationships

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As thousands of developers are creating bots, chat bots have taken the world by a storm. However, chat bots have been here for a long time but the recent interest in them is due to their seamless integration into the consumer’s instant messaging applications. A bot is an automated software that performs repetitive and often mundane tasks however, when it is communicating with the audience as an entity in itself over text we refer to them as chat bots.  This form of bot is the one that is currently the subject of fascination in the tech industry.

Why now?

The growing interest in conversational user interfaces can be explained considering various factors. The revolution of Chat Bots in 2016 is all about the timing. This is an age of exponential growth of language processing mechanisim, automated learning and artificial intelligence combined with the human contribution that allows for the expansion. The introduction of various algorithms from big tech giants like Google has accelerated the progress of chat bots.

Moreover, the cost in developing a chat bot is much lesser compared to the creation and maintenance of a mobile application or website. Scalability is also an important factor as it is easier for software changes by adding services than to increase its facilities and hire more labor. Finally, the rise in distribution services has also allowed the revolution to progress. With apps like Facebook Messenger, and WeChat that reach over billions of users, bots interact with the largest communities in the world.

Potential Gains and Usage

The bots change the digital landscape and domains of 3 key players. The first is its benefit in better customer relationships. In this age where companies are seeking for more economical solutions artificial intelligence helps develop this relationship in a much more balanced manner.

The second domain that a bot affects is personalization. Until now, nothing could replace a face to face interaction. However, brands are already exploring the idea and offering more personalized solutions with the help of a bot. Users now have the opportunity to have their own personal assistant. They already exist in our pockets with the Siri or Cortana and are focused on understanding the questions and providing relevant answers. The new age of bots collect data and are also connected to each other. This makes it possible for the bot to provide personalized recommendations and increases their efficiency in the process.

Chat bots are helping transition from human interaction to artificial intelligence interactions with a robot and this is based on the bots conversational intelligence. In the future, we could expect bots to be solely responsible for customer service exchanges.

It is important to note that the solutions offered by the bot only solve 10% of the process. However, as bots gain more conversational intelligence they will be able to carry out more advance tasks. It remains to be seen whether bots can ever fully replace human interaction in the customer service industry but one thing remains certain that conversational user interfaces with robots are here to stay.

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