When the idea of chatbots was first envisioned, chatbot programmers and tech bloggers claimed it was going to revolutionize the way brands and customers interacted with each other. Actual growth of the chatbot industry wasn’t able to keep up with the hype leading many to believe that chatbots were just a fad that would soon disappear completely but 2018 is beginning to look like the year that chatbots will really start to live up to the hype. Here’s a look at ten industries that will see a shake-up as a result of chatbots in the coming year.
An industry that’s already starting to see an impact as a result of chatbots is going to be further impacted in 2018 as more companies deploy customer service chatbots. These chatbots will handle answering frequently asked questions as well as getting preliminary questions out of the way to get an understanding of the nature of the problem, pulling customer information, and routing them to a chat with a live agent.
Because short text messages sent over SMS or other messaging platforms are less invasive than phone calls, expect chatbots to be used by companies for the purpose of data gathering whether that’s short cusotmer satisfaction surveys, or requests for information that they need like contact info or demographic info.
Anyone who has ever visited an urgent care clinic or emergency room can attest that wait times are a huge problem in the healthcare industry and treatment is often subpar as doctors and nurses rush from one patient to the next to make sure everyone gets seen. We already know that artificially intelligent computers are more accurate and more efficient when it comes to analyzing scans and detecting diseases. Chatbots will soon be used in the healthcare industry so that people can contact a bot, enter into some back and forth question and answering, and get recommendations on what to do next whether that’s over-the-counter medications/treatments or scheduling an appointment with a specialist.
Personal coaches, whether for health/fitness, finance, or any other area are a prime industry for chatbots since they’re adept at asking questions, recognizing patterns, and forming an understanding of who you are as a person and what your interests and tendencies are. Chatbots can pull from all of this info to customize a plan to help you reach your goals, whatever they are.
In the hotel industry, there are many tasks that a chatbot concierge could assist with to free up human concierges to focus on more complex tasks. A chatbot concierge could assist people in booking hotel rooms, finding nearby food options based on people’s preferences, and requesting additional amenities such as extra blankets or pillows.
Companies are already using chatbots to assist online shoppers by offering product recommendations and assisting with online checkouts. Chatbots will soon be used to follow up with customers who made in-store visits and can provide in-store customers with additional info about products not printed on the label.
Chatbots are already being used by people to get personalized news stories delivered right to them. They can tell the chatbot what topics they’re interested in. But soon personalized news chatbots can be even more helpful. They can deliver local news stories that might be relevant based on your location and can even time the delivery of the news according to your schedule, for instance, waiting until your lunch break or after dinner to deliver the news of the day according to your preference.
Personal assistant chatbots will be great for internal use within companies to facilitate better collaboration between departments or employees within departments. They can coordinate calendars and set up meetings or reach out to HR or IT for employees when the need arises.
Website-specific chatbots are already being used by many companies to help their customers navigate their websites. They initiate a chat session when visitors seem stuck. Expect more companies to utilize these kinds of chatbots. In 2018, the majority of the websites you visit may have a chatbot that is there in the background to help you find what you’re looking for.
A handful of banks have already deployed chatbots but expect the rest to catch up in 2018. Banking chatbots can tell you your current balance, help you transfer funds between accounts, make bill payments, or set up recurring payments, transfers, or direct deposits without having to visit the bank’s website or open up the bank’s mobile app.
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