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WHITEPAPER 10 chatbot trends for integrated omnichannel communication
Do you want to build a strong brand and offer the ultimate in customer
service at the same time? In that case, in the year 2021 there’s no way 10 chatbot trends to work with in 2021
round chatbots. Thanks to natural language processing and machine
learning technologies, chatbots have become hugely popular in the • Chatbots are making extreme strides in popularity
last few years. What’s more, there’s a good chance that you talk
regularly to a chatbot without even realising it. Chatbots are set • Chatbots are becoming more human
to get even better in the near future, and will ultimately even play
a central role in customer service at various types of company. In • Chatbots are more AI-driven
short, chatbots are becoming a vital link in integrated omnichannel
business communication. Today, we describe the latest chatbot • Companies are embracing chatbots
trends you should keep an eye on.
• Chatbots offer rich consumer insights
• Voice experiences are becoming mainstream
Chatbots are becoming a vital link • Bots understand natural language
in integrated omnichannel business • They are coming into use in automated call centres with AI
communication.
• Messaging apps are steadily becoming more popular
• The virtual assistant is replacing apps
Page 2 Page 3
Artificial intelligence (AI) is no longer The current state of the chat-
the sole province of large corporate bot market
organisations. Thanks to a number
of major innovations in past years, Chatbots had a phenomenal year in
small and medium-sized enterprises 2017 – the year in which they were
can now use AI technology to improve most adopted by businesses. From
their activities, get into closer 2019 onwards, chatbots were incre-
contact with their customers and asingly AI-driven and were able to
ultimately stimulate sales. Companies cope easily with human interaction.
are investing more and more in the Today, the technology is experiencing
development of AI technologies which enormous growth and bots are now
will help the machines to understand taking over more and more traditional
human language better. voice services.
The top 10 chatbot trends 2. C
hatbots
are becoming
What actually is a chatbot? In the coming years, chatbot techno- more human
logy will also clearly become an indis- Are you thinking of taking chatbots on
Chatbots are computer programs that pensable part of omnichannel business board? We’ve put together 10 trends Chatbots are increasingly taking over
carry on conversations with humans communication. More organisations that you can already use today. in a number of business sectors. In
via a messaging interface. Most chat- will go from awareness to adoption. addition to native bots – Apple’s Siri,
bots are driven by artificial intelligence Chatbots will be used in various fields, 1. T
he
steady adoption of for example – external companies are
which enables them to solve problems, including processing, payments and chatbots helping other organisations to com-
send personalised messages and im- marketing. But where do they really municate with their customers. For
prove their interactions over time. The stand out? In customer service. According to IBM, 265 billion custo- example, you can now book an Uber
technology is so far evolved that many mer requests are logged every year ride via your Facebook Messenger app.
people use chatbots every day without and companies spend almost 1 billion
realising it. Research by Gartner shows In 2021, 15% of euros on following up these customer One major problem with chatbots is
that in 2021 no less than 15% of requests. With chatbots, 30% of these that customers can easily feel they’re
customer service interactions are done customer service costs can be saved. SalesForce rese- ‘unnatural’. Some people prefer to talk
via artificial intelligence. This share will arch consequently shows that 53% of to a real salesperson than to a machi-
rise to 70% in 2022.
interactions run via AI. service organisations will use chatbots ne, because they think their questions
In 2022, that share is by mid 2022. The increase is already
visible today, and the bots are prima-
can’t be answered well enough.
to rise to 70%. rily used to offer customer service. However, while older consumers still
find it difficult to identify the true va-
In view of the big names that have lue of chatbots, millennials have fe-
already embraced the technology, wer concerns about the technology.
it’s only a matter of time before they Research by Mobile Marketer actually
spread even farther. shows that 40% of millennials say they
talk to a chatbot every day.
40% of millennials say they talk
to a chatbot every day.
Pagina 4 Page 5
5. R
ich consumer insights 6. V
oice
experiences are beco-
ming mainstream
Chatbots save valuable customer de-
tails for analysis. Although acceptan- Around 50% of all searches are voi-
ce of chatbots grew steadily in 2018, ce searches in 2021. Industry giants
reports state that 80% of companies Google and Amazon are pushing the
have been using more customised, market for smart speakers and AI.
results-driven chatbots from 2020 on- Amazon has already sold more than
wards. 100 million devices with Alexa and
there are now more than 20 thousand
3. Chatbots are more AI-driven Artificial intelligence helps in auto- skills in the Alexa Store.
mating data gathering. The analysis
Chatbots that are driven by AI can demands the right attention from a Google even goes a step farther by
offer customers a personal experien- dedicated team, which can then con- trying to make voice-controlled as-
ce. One nice example is Hubo. Hubo centrate on areas for improvement, sistants available on all Android devi-
uses chatbot technology to help its optimising processes, minimising er- ces, including smartphones, weara-
customer service to answer the most 4. Companies and chatbots rors and generating success. Moreover, bles and even smart TVs, something
frequently asked questions. Because advanced chatbots can improve them- which is likely to become established
of the scale of the company and the In today’s technically literate world, selves by learning from their own be- in the future. In addition, a number of
diversity of its products, Hubo sees chatbots have become a popular tool haviour. voice-controlled builders have been
automation as the way to improve its for businesses. Companies large and launched on the market, with which
customer support and increase custo- small have found ways to use chatbots organisations can build their own
mer satisfaction. to help their customers. Chatbots grew voice-controlled chatbots. Naturally,
enormously in 2017, a year that ac- there are still challenges, but develo-
In addition to many retailers, insuran- tually came to be known as the “year pers are working hard to take the voi-
ce companies are also among the first of the chatbots”. The good news? This ce-controlled user interface into the
users of AI-based chatbot services. growth is continuing and is helping mainstream.
They use location-based technology companies to offer the best customer
to automatically launch the claim pro- service. Moreover, the technology is
cess and use chatbots, together with helping to bring companies and custo-
visual tools such as live chat, to inform mers even closer together by being in
customers about submission, inspec- contact with consumers in real time.
tions and changes to claim documen- You’re simply available at all times.
tation.
More and more companies of all sizes
80% of B2C are thought to be using voice-control-
communication will led bots for their business. And rese-
arch has also shown that more than
take place via chatbots 60% of customers say that they prefer
in the next three to digital self-service tools such as web-
sites, apps or chatbots to find answers
five years to simple questions.
Page 6 Pagina 7
7. Understanding natural 8. A
utomated call centres with
language AI
In an attempt to be one step ahead of As natural language processing pro-
the rest, some companies have started gresses, totally automated call centres
natural language processing. This en- will soon become a reality, with AI
sures that the bot understands users’ language and ‘serverless’ technology
questions a little better. The idea is combined. They will have in-depth
that this technology will enable users domain knowledge, so that the con-
and machines to communicate more versation with customers will go
naturally. Companies are therefore in- smoothly. A chatbot is available 24/7,
vesting money in its development, in it never gets sick or goes on holiday.
view of the worry about chatbots’ abi- meaningful conversations with tar- The future of chatbots
lity to understand complex requests. It 9. T
he
steep rise of messaging get groups. Chatbots will enter the
is this technology that will really make apps mainstream of messages to have one- In 2019, a lot of large companies –
the difference straight away. to-one conversations and offer incre- including Starbucks, LinkedIn and
According to statista, Facebook regis- dible customer service. British Airways – announced their
tered more than 2 billion active users support for the development of
in the first quarter of 2018, while E-mail campaigns are boosted by au- chatbots and showed an interest in
In 2029, WhatsApp acquired 1.3 users who are tomation and segmentation, yet still implementing them in their activities.
you’ll notice active monthly. Messaging apps are
enormously on the rise and are out-
only achieve 40% open rates and a
CTR of 6% on average. Messaging The key players, such as Microsoft
no difference doing social networks. apps have an open rate of 88% and a
CTR of 56%.
and Apple, have been investing in
these technologies for years. There’s
between a chatbot As the use of messaging apps incre-
ases, it will become easier for brands 10. T
he
virtual assistant is
no reason to assume that this will not
continue in the future.
and a human to build long-term relationships via replacing apps
Many of the major players are already
At present, it’s difficult to get users to on board, but the acceptance of
test new apps, with the majority of this relatively new technology for
users downloading 0 apps per month. small businesses depends on various
Users clean up, remove apps that they factors:lower costs, growing demand
don’t use and only keep apps that they and improved technology.
really do use.
However, in addition to the American
One of the best things about chatbots giants, quite a few Belgian companies
is the combination of several apps in in all sectors and of all sizes have also
one. Chatbots use this potential to adopted the technology successfully.
automate business tasks and improve Recupel, Hubo and Lampiris, for
the customer experience. They even instance, not to mention Forum Jobs
help users to communicate with the and Febiac.
bank or read the news.
Page 8 Page 9
Chatbots are becoming a vital Want to find out how
link in integrated omnichannel
business communication chatbot technology will
The use of chatbots in business will evol-
help your business
ve in the years to come – the design and to grow?
the architecture will inevitably improve.
In short, chatbots are becoming a vital Discover our new chatbot offer at
link in integrated omnichannel business https://faqbot.co/en/us/home
communication.
You can also contact us directly
with your questions.
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Excelsiorlaan 89, 1930 Zaventem
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Contact
+32 (0)2 401 97 00 | sales@destiny.be
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