Humans crave human experiences , but AI chatbots are on the rise . Here , we look to see if this technology is actually enhancing the customer experience
Chatbots : enhancing or diminishing the customer experience ?
Humans crave human experiences , but AI chatbots are on the rise . Here , we look to see if this technology is actually enhancing the customer experience
WRITTEN BY : CATHERINE GRAY
Powered by artificial intelligence ( AI ), conversational chatbots are virtual agents designed to provide a humanlike support experience , often to customers and consumers on a company ’ s website or social media .
Many enterprises are using chatbot technology to automate their customer communication channels to streamline queries and improve customer experience . A study into chatbots found that 53 % of service organisations expect to use chatbots within 18 months , which is a 136 % growth rate – suggesting a significant role for the technology in the near future .
“ Currently , it is critical to have a data-driven way to analyse all feedback and unsolicited data available to a brand , and respond to customers quickly and efficiently ,” says Pranav Desai , Chief Product Officer at Reputation .
“ Chatbot technology is one way to answer this demand – allowing companies to receive personalised feedback in near realtime ,” he adds .
Interestingly , Gartner predicted that the average person would have more conversations with chatbots than with their spouse , reinforcing the idea that this technology is going to explode , permeating nearly every online experience we encounter .
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