Gartner predicts that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. Several brands are effectively using Chatbots to retain customers and drive engagement with them on a personal level. Chatbot or Talkbot or Artificial Conversational Entity is a computer program and businesses are using them to perform a wide variety of functions like remote banking, paying bills, travel services, hiring a cab, searching music, ordering food, the applications are limitless.
Chatbots fall on the spectrum of Artificial Intelligence (AI). And its Artificial Intelligence is rooted in Natural Language Processing (NLP). Linguistically advanced, they analyze and understand customer input and then respond via auditory or textual methods. Like a personal chat assistant, they help brands deliver the “conversational” experience consumers are demanding on mobile and web apps.
Having a bot strategy for brands in India is relevant due to the growing population of smartphone users, which is currently in excess of 250 million and is the second biggest smartphone market after China.
Brands in India who are doing it right with Chatbots:
1. HDFC - HDFC bank has a conversational bot named ‘OnChat’. It provides users (customers as well as non-customers), the convenience of mobile recharge, bill payments, cab booking, utility bill payments and checking event tickets.
2. Engazify Bot - From two independent developers, this is an HR conversational bot that is a faster and better way to appreciate your teammates, capture all your team wins and save it for everyone to see. It has an engaging dashboard.
4. GoHero.ai - This AI powered personal travel agent is available across platforms such as Facebook Messenger, Telegram, Skype and others. It assists you in booking flight, hotel, taxis etc. It integrates with messaging apps to use advanced algorithms and understand traveler’s preference.
5. Aisha by Micromax - The Indianized version of Siri is the voice assistant by Micromax. It gives movie reviews, helps you google search, make calls, read news, view stock market updates and much more. This Artificial Intelligence Speech Handset Assistant is one of the most popular bots in India.
80% of surveyed sales and marketing executives are already using conversational bots or are planning to do so by 2020 - Oracle
Several industries - whether it’s for customer services, content distribution or ecommerce - are utilizing chatbots to complete their customer service loop seamlessly. With this technology, we are at the brink of an automated digital revolution.
However, amid the digital transformation, AI technologies became essential to address the information hunger by millennials. And interacting with a computer program has been adapted as an expedient way of finding and getting things done.
No wonder, chatbots are growing as the most popular and convenient ways to utilize artificial intelligence on real-time basis. For your own organization, you can try one of the several bot building open source tools which are available online.