Back in 2016, chatbots were rolled out by some of the biggest names in tech with plenty of fanfare. They were set to change the world, but there was a slight problem with those early chatbots. They just weren’t very good. Even today, consumers are likely to remember those early chatbots every time they encounter one.
What’s being overlooked is just how much those chatbots have evolved. The chatbot of today is already a far cry from those early efforts. And businesses are benefiting from them in more ways than one. Whatever the sector, from social housing to education and even to police forces, chatbots are revolutionising how organisations talk to clients and customers.
It’s not that the chatbot revolution has finally begun. The revolution happened, and we’re only now realising the benefits and the impact of that new, chatbot-led world.
Sophistication and Definition
Chatbots are now considerably more sophisticated than in those early days. They are now so much more advanced that their very definition has changed. In 2016, chatbots were text-based conversations that tried hard to emulate human interactions. In 2022, chatbots have evolved to become AI-powered software that’s multipurpose. They no longer simply react to communication but understand it and the intent driving those conversations.
That’s all thanks to natural language processing (NLP). This is the automated manipulation of the natural language that we use. By analysing the language, chatbots can map both user input and user intent and, by doing so, can deliver an appropriate response that matches the needs of the user.
Globally, the chatbot market is growing fast and is expected to reach more than £100 billion by 2026. And the success that chatbots are already delivering to the brands that use them is proving extremely high-value. For example, the toy company LEGO has used its chatbot to reach out and connect with more than 2.96 million people. Chatbots are here to stay.
There isn’t an industry that can’t benefit from adopting chatbots for consumer or client interactions. While COVID has seen dramatic digital transformation across every industry and sector, brands that have failed to keep pace with the necessary shift to online service provision have failed. Those brands and organisations that were more agile have thrived in even the limited potential of a changed post-pandemic society.
Chatbots deliver benefits that are proving indispensable. From more sales to a better customer service experience, the benefits of using chatbots means adoption is no longer a “nice-to-have” and has become a “must-have”. With the potential ROI of chatbot use being so high, any business that overlooks its value will collapse in the wake of the competitors that do.
It’s not just businesses that are earning the benefits of chatbot use. Healthcare, social housing, and police forces deploy multilingual, adaptive, and responsive chatbots. Those advanced bots can measure user intent, change languages to suit users, and be used across multiple platforms without losing the thread of a conversation.
Chatbots: The Revolution Is Here
Companies and organisations will continue to implement chatbots into their client services. Already, smart and agile organisations are proactive with their chatbots and are earning the benefits. From scheduling appointments or getting help to find a product to making complaints or finding out the progress of a delivery, chatbots streamline interactions between organisations and the people that use them.
While those early chatbots may have left a bitter taste, the modern chatbot is a very different animal. They deliver where it matters, and the world is only better for their evolution. As we demand personalisation and efficiency from the brands and organisations we interact with, AI-powered chatbots will only continue solving problems and boosting profits. The chatbot revolution is now, and it’s never been more impressive.