WHERE IS THE DEVELOPMENT OF CHATBOT GOING
Will chatbot be a new form of business in the future? The earliest chatbot can be traced back to ELIZA developed by the Massachusetts Institute of Technology in 1966. The chatbot has been around for 53 years. But after many ups and downs, chatbot did not as the developers originally imagined: replace humans, give personality. But with the progress in the field of artificial intelligence, with the blessing of artificial intelligence, where will chatbot hong kong go in future?
Chatbots are about to fulfill the promise they once made in the hype. A new study commissioned by Intercom shows where chatbots can have the greatest impact. We fundamentally believe that chatbot has the potential to change companies in two ways: improving efficiency and helping companies meet growing consumer demands.
In 2019, business leaders benefited from their chatbots and saved an average of $300,000. Among them, the support and sales teams have the greatest impact. But for consumers, there is still some room for improvement: Although 74% of consumers want to meet chatbots on the website, 87% of consumers still prefer to communicate quickly with humans rather than chatbots. In other words, 25% of consumers don’t care whether they are communicating with humans or chatbots, as long as they can achieve the desired effect.
CHATBOT AVAILABLE TO EVERYONE
Chatbot is rapidly expanding beyond the field of customer support to promote growth in all stages of the customer life cycle. In fact, sales are now the most common use case (41%), followed by support (37%) and marketing (17%).
We also found that chatbots can be used for a variety of automated tasks, from sending visitors’ questions to the right team, to scheduling product demonstrations, creating sales opportunities, and attracting website visitors.
Satisfaction with chatbot varies from industry to industry. B2C companies are twice as satisfied with investing in chatbots as B2B companies. This may be because B2C queries are usually more repetitive and simpler than B2B queries. The industries with highest satisfaction levels are technology (73%), retail (67%), manufacturing (57%) and healthcare (56%).
What makes the company so excited about its investment in chatbot? Let’s analyze it.
ROI OF SELLING CHATBOTS
Over the past 30 years, the way we buy and sell has changed drastically. The days of telemarketing and telemarketing are gone, and to a certain extent, mass advertising is also gone. Modern consumers want quick and personalized responses through real-time chat, and this kind of large-scale response is what chatbot is good at. This year, chatbots have brought considerable returns to sales adopters because they have made huge improvements in their sales work:
-Chatbot increased sales by 67% on average, 26% of which was achieved through chatbot interaction.
-35% of business leaders said that chatbot helped them complete their sales transaction goals.
The top three sales use cases are: collecting information and identifying potential customers, booking product demonstrations, and attracting website visitors.
Chatbot is also an important part of our Intercom sales activities. We used our own customized robots on all key pages (including pricing pages, demo pages and homepages) during web design. For example, if you visit our pricing page, our bot will be triggered in a few seconds and ask you what help you need. After answering a few questions, the website will provide you with the most suitable plan and advice, or provide you with an opportunity to communicate with our sales team.
SUPPORT THE ROI OF CHATBOT
It is fair to say that the technical support team is the earliest adopter of commercial chatbots: Alaska Airlines introduced its virtual assistant Ask Jenn to the world more than ten years ago:
Fortunately, since the Ask Jenn era, support for chatbot has made great strides. Modern chatbots can help teams filter problems, triage problems, and provide immediate solutions, ultimately bringing a more efficient support team and a better customer experience. Specifically, some of the benefits brought by chatbot today include the following:
-Business leaders stated that the primary way to save costs by accelerating customer response speed is to use chatbot.
-Chatbot’s response speed has increased by an average of 3 times.
-chatbot increased their customer support satisfaction by 24%.
Interestingly speaking, our internal support team found that using Intercom’s custom robots can reduce problem solving time by 50%. Chatbot can easily categorize a large number of chat records, freeing our team to free up time to deal with more complex problems that need to be solved manually.
CONSUMERS ARE NOT COMPLETELY SATISFIED, BUT THERE IS STILL A GLIMMER OF HOPE
Although companies can readily accept the new opportunities brought by chatbots, our research shows that chatbots have not fully met consumer expectations. Nearly three-quarters of consumers want to encounter chatbots on websites, but only 15% of consumers prefer chatbots to humans when communicating quickly with companies. In fact, if there is a choice, 87% of consumers still prefer to communicate with humans rather than chatbots.
When asked why, interviewees rated humans higher than chatbot in three key areas:
-Humans can answer all kinds of questions.
-Humans can understand complex situations.
-Humans can better understand the meaning of visitors.
Now, let’s take a look at the favorite statistics: 25% of consumers are willing to communicate with humans or chatbots, as long as they can bring them the desired results. In addition, consumers acknowledge that chatbot has unique advantages.
The three reasons why consumers think chatbots are better than humans are:
-Available around the clock.
-Shorten the contact time.
-Quickly divert to the right team.
In short, most consumers still expect chatbots. They usually still prefer to communicate with humans, but in a few cases, they don’t care about the difference between humans and chatbots. For enterprises and chatbot developers, this means that the threshold for chatbot experience is higher than ever. So what should we do next?
LOOK TO THE FUTURE
Chatbot plays an indispensable role in the future of online commerce, which became very clear just a few years after the peak period of chatbot hype. However, it is not the same as what many chatbot developers originally envisioned, such as replacing humans, giving chatbot personality, and so on.
On the contrary, consumers want chatbots to respect their time and guide them to get the results they want as soon as possible. This may sound a bit advanced, but in the past we have seen this blueprint and it worked. For example, automated teller machines. When ATMs came out in the late 1960s, companies were not sure whether consumers would accept ATMs instead of bank tellers, and everyone was worried that they would make tellers unemployed. But 30 years later, neither of these two worries occurred. In fact, most of us prefer to use ATMs for quick transactions, such as withdrawing cash, and then happily wait in line to discuss more complex issues with bank tellers, such as applying for a mortgage.
In the end, no chatbot can beat humans at what humans do best (empathy and understanding). Therefore, the opportunity for chatbot developers lies in a deep and clear understanding of what is the best choice for robots and humans. , And develop on this basis.
WHAT DOES IT MEAN FOR THE BUSINESS
Chatbot is definitely the future of expanding business growth. Whether chatbot can bring commercial value is no longer a problem. It is just a matter of time and method.
Now, 73% of consumers want to be able to interact with chatbot on your website, and the threshold for chatbot experience is higher than ever. But now there are more than 2,000 suppliers to choose from, which one should you choose? In our opinion, the following are entry chips:
Seamlessly Work Between Sales, Marketing, And Support
Your consumers shouldn’t have to answer the same question repeatedly just to communicate with three different teams.
Help Your Team Improve Efficiency
Look for real productivity characteristics. As our co-founder Des Traynor once said, a chatbot that just asks visitors a question is nothing more than “a web form disguised as an artificial intelligence-driven chatbot.”
Respects The User’s Time
Chatbot should be really useful, not distracting or boring. They should work hard to help your human teammates succeed.