Many of us have already had conversations with robots, via Siri or Alexa. But have you heard of how chatbots revolutionize the customer experience?
Answering questions, solving customer problems, recommending products, chatbots can do many tasks. The use of email applications such as WhatsApp, Kik and Facebook Messenger has grown significantly in recent years, with email applications now surpassing social media. In addition, chatbots start-ups are developing and licensing their technology to large enterprises, which facilitates the development of chatbots. Chatbot technology is constantly improving, and can be deployed in all industries.
Each industry has a different use of chatbots. Take the examples of insurance, banking, retail and education.
Chatbots for the Insurance Industry
Navigating the world of insurance can be confusing for many customers, but chatbots mitigate this confusion and provide information, recommendations in a more accessible and user-friendly format. A handful of insurance companies today turn to the chatbots to automate their processes and remove red tape for an improved customer experience. Chatbots have also entered the world of small business insurance to facilitate processes by replacing physical insurance agents by chatbots using Facebook Messenger.
Chatbots for Banks
The growth of chatbots in the banking industry is great. A recent study revealed that in the near future, people will receive their paycheck via chatbot. The chatbot goes beyond the basic functions of mobile banking to maintain personalized discussions about each client’s finances. Chatbots can use predictive analytics and cognitive messages to perform tasks ranging from making payments to repaying credits, and even notifying customers of personalized savings opportunities.
Chatbots in the Retail world
From clothing stores to restaurants, chatbots are a revolution in the retail world. The use of email applications like Kik, Facebook Messenger, Snapchat, WhatsApp, which reveal excellent customer experiences. In fact, the biggest advantage of chatbots is not the mobile aspect, but personalization. Chatbots can store huge amounts of customer data and generate interactions, the chatbot is able to tailor its responses and recommendations to provide an enhanced customer experience. In a world of hyper-personalization, being able to create a personal relationship with customers is a great strength for business.
Chatbots in Tourism
Gone are the days when we spent days looking for recommendations in travel guides! Travel websites are showing lower utilization these days as more and more travelers move to mobile for travel planning. Chatbots can answer questions and provide advice and recommendations in real time. Instead of booking a hotel weeks in advance, users can now send a message to a chatbot to get information about the hotel and book a stay the day before they leave. Travelers become younger and more comfortable with technology, which means there is a huge demand for chatbots in the tourism industry.
Chatbots in Education
Nowadays, young people are connected to their smartphones continuously, which is why we are seeing an increase in the use of chatbots in higher education, where they are very adapted to this demography. As teenagers and students turn away from social media to mobile messages because of their more private and controlled nature, these young people are looking for ways to integrate ubiquitous technology into their learning. While chatbots are not widely used in education at the moment, there are multiple robots for teaching, and those that exist have incredibly succeeded in reaching students in a learning method that they understand and appreciate .
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