Will Chatbots Dominate Customer Service in 2021?

Chat bot robot welcomes android robotic character. Creative design toys on yellow background

Chatbots are Artificial Intelligence (AI) software that acts as a virtual “concierge,” communicating with users and assisting them.

Chatbots interact with humans in a more natural way, mostly through the use of text chat windows, but verbal interactions are also possible.

Over time, as the system collects more data insights, the AI learns more about the customers and adapts accordingly, making it possible to offer a continuously-improving service.

Throughout 2019 and 2020, by the tens of thousands chatbots played a regular role on Facebook for different tasks. 

Bots allow users to have more personalised, focused interactions without the high cost of support staff on hand.

The majority of businesses say they want to start using chatbots this year. When you consider the benefits, it’s easy to understand why:

  • Instant and predictable responses to customer queries
  • No need for breaks, holidays, sick pay or overtime pay
  • 24-hour 365 days a year service service
 

Recent Research from January 2020 found that 43% of consumers prefer to message an online chatbot rather than to phone customer service when communicating with a brand. 

So, with businesses and customers keen for more adoption of chatbots, this is certain to be one of the fastest-growing digital marketing trends in 2021.

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