business messaging blog
AI Chatbot: Customer service of the future
Scott Navratil

Customer service interactions are one of the most important things your business does. There are an endless number of ways you can speak with your customer, but text with AI Chatbot is a must. 2016 was a huge year for artificial intelligence. It has become one of the newest and most advanced ways of communication, and it is just going to get better.

Why use chatbot?

If you are using AI Chatbot, you are able to let computers analyze the questions from your customers and answer them without ever having to speak with an actual person. For example, a person could text asking what today’s specials are, and your Chatbot would respond. It saves a lot of time because your customer service agents aren’t wasting time on repetitive questions. Plus, your customers appreciate being able to get an immediate answer instead of having to wait on hold for 20 minutes. Chatbot is done through text, so you are able to give a clear answer. There is no miscommunication about specific details like you might have with people talking over the phone.

The other huge advantage is that customers like being able to communicate with businesses through text instead of always having to call them. You are talking to them in method they are comfortable with and that is considered fast and easy for both parties.

Predictions for evolution of AI Chatbot

This year, AI is exploding and becoming more advanced than ever. We are seeing huge advances in technology including the technology controlling Chatbot conversations. Here are some predictions for what will happen with Chatbot this year.

  • At home personal assistants are expected to become much more popular this year as more consumers adopt them and more developers do work for them. Technology is advancing to the point where these personal assistants, like Amazon Alexa and Google Home, can take commands from you and do what is asked of them.
  • Chatbot for customer service communications will become much more commonplace. It may not just be something you could do but rather something that is expected by your customers.
  • Use around the office might become commonplace as well. More people are using text for office communication than email now, so it makes sense that there would be a shift to using Chatbots in that area too.
  • Social media using Chatbot is already starting to become popular, but it is expected to quickly become the norm. Your business will be able to use it for both texting and social media communications, effectively increasing your ability to reach customers while decreasing response time.

Should you get on board?

The most important takeaway here is that your business should get started with Chatbot if you haven’t already. It is no longer an emerging technology; it is a successful one. You can expect it will work well. Your customers like it, but by the end of the year, it will be an expectation. So if you weren’t planning to get it for your own convenience, you may have to get it for your customers.

Chantel Fullilove

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