According to reports by the analytical company Comscore, in 2020 as much as 50 percent. Internet searches will not use written text, only artificial intelligence and voice interfaces such as Google Assistant, Siri or Alexa. According to Gartner’s forecasts, in the same time frame as much as 85 percent. interaction with the customer will take place using bots, virtual assistants and other self-service interfaces, and 70 percent. office workers will benefit from conversational solutions in the workplace on a daily basis.
The need for automation is noticed in more and more places. Banks, financial institutions, as well as other large entities present on many markets, communicating in many languages are the most obvious sector where robotization of internal processes and customer contact has found application. This is where robots, chatbots and artificial intelligence are most often implemented. Statista estimates that by 2021 as many as 2.48 billion people will be using conversational communication applications, which are a natural environment for implementing chatbots. In the near future, therefore, we can expect more and more use of these technologies in other, less obvious industries.
A virtual guide holds out a helping hand to visitors
From the Marina Bay Sands Museum of Arts and Sciences in Singapore to the Louis Vuitton Foundation in Paris, museums recruit chatbots as virtual guides who offer visitors a personalized experience tailored to their preferred route, theme, or time they wish to spend on sightseeing.
To Twelvi, the Louis Vuitton Foundation chatbot, send a photo of any exhibit marked with a messenger icon to not only get basic information, but engage in dialogue and receive additional, engaging content.
Doctor in the smartphone
Each of us reached for the phone at least once to enter the symptoms of the disease in the search engine in search of a diagnosis. Interaction with a trusted chatbot on health matters significantly increases the chances of obtaining reliable information. Let us also imagine that from the moment of diagnosis, through the duration of the disease, we are able to regularly contact a health assistant who will advise us on the treatment on an ongoing basis or, if necessary, help us arrange a visit to a “blood and bone” doctor. Such scenarios are not far off – health chatbot pilots are currently being carried out in the UK.
Popular TV shows communicate with viewers using chatbots
Along with the popularization of artificial intelligence and machine learning technologies, chatbots will also be used by users of traditional electronic media. Mass broadcasts, especially popular talent shows, will have dedicated bots to build reach and engagement through polls, voting or mini-games. Through the conversational interface, viewers of the program will be able to watch additional materials or purchase premium access. The knowledge gained using the chatbot will allow broadcasters and producers to improve subsequent editions of programs.
How to advance to the next level, i.e. a bot with support for a real player
Game developers will start to be interested in chatbots as promotional tools or gadgets for fans – thanks to them, fans will be able to fully immerse themselves in the game universe via Messenger when they are away from the console or computer. In addition, customer service – armed with precise artificial intelligence algorithms, for the extremely impatient group of players – will move to the botosphere.
How a huge tech company can use a chatbot to improve its reputation
Facebook, because we are talking about it, in the period before the last Thanksgiving Day, created Liam Bot – a virtual assistant, advising regular employees of the company who may face critical and embarrassing questions about Mark Zuckerberg’s enterprise. The tool recognizes problematic questions, places links to entries on the company’s blog that directly relate to the most pressing issues. The bot also helps to solve the most common technical problems that affect dozens of employees every day, e.g. when recovering the password for a work account and the like.
Big business educates and promotes social responsibility for the brother of the chatbot
Influential charitable organizations and CSR activities of recognizable companies have used all kinds of technological innovations for a long time. 2020 will be dominated by chatbots in this respect. As part of an innovative CSR strategy, Durex has released Rexbot – a chatbot aimed at sexual education in India – a country where sex is a taboo subject.
In a word of summary
– Currently, the most important group of recipients of chatbots and related artificial intelligence and natural language processing (NLP) technologies is the so-called Generation Z. It is the most active on the labor market, especially in the technical professions, which closely follow the latest trends and communication novelties. It is “Z-tki” who use Messenger, which is currently the most popular environment for implementing chatbots. According to NapoleonCat data, in November 2019 over 13.8 million Polish users used it. Already today, most young people are perfectly familiar with the principles of chatbots and it is they who will soon have a decisive influence on purchasing decisions and how and how quickly companies and organizations will find new, practical applications of these technologies. – assesses Konrad Gładkowski, Chief Product Officer, who has many years of experience in implementing bot technology for clients from various industries.
The development of chatbots and voice assistants makes them increasingly “smarter”, “agile”, perfectly coping with the complexities of language in many markets. Therefore, it should come as no surprise that companies are finding newer and newer areas where they can successfully use them in direct communication. The popularity of chatbots makes users try this form of contact with interest, and because they expect a personalized response, chatbots will quickly find many new, undiscovered applications. Will our predictions come true? We will find out in 12 months, and maybe even sooner, given the inexorable technological progress.