This is what the future of chatbots and artificial intelligence looks like.
Critics keep saying that chatbots are too hyped. Yet virtual assistants are the most sophisticated and advanced example of communication between humans and machines. They can recognize faces and voices, detect suspicious behaviour or support recruiters in recruitment – and they do all this already today. So what can we expect from chatbots and artificial intelligence in the future?
Disappointment with first chatbots
For chatbots, the start was anything but easy. After the initial hype, only a few companies adapted the new technology. The initial interest also flattened out quickly because the first chatbots were simply not good enough. Instead of being a real support, the earlier chatbots often caused frustration because they did not understand commands or misinterpreted them.
In recent years, however, chatbots have developed further and further and have thus been able to gain significantly in acceptance and popularity. This was not least due to the fact that the focus of chatbots finally concentrated more on the benefits. So the primary goal was no longer to programme a chatbot in such a way that it was indistinguishable from a human, but to make it as useful as possible.
AI-powered chatbots on the rise
Through the development of the last few years, chatbots have now reached a status where they can easily communicate with humans. This is made possible by artificial intelligence or, better, conversational AI. In contrast to a simple chatbot, which only allows a kind of question-and-answer game, users can have human-like conversations with a conversational chatbot.
To do this, the intelligent technology uses, among other things, natural language processing. This enables the chatbot to take in a person’s input, transcribe it, process it and provide a suitable answer. Thanks to this technological progress, chatbots can take over various tasks and improve the customer experience.
No wonder, that chatbots in combination with AI are on the rise and more and more companies are implementing smart services. For example, chatbots can be used to interact with customers or to support customer service agents internally.
So has the golden age of chatbots already arrived? Or what else can we expect from virtual assistants in the future?
Current challenges for chatbots
Chatbots have become an integral part of daily life for many people. However, they are not yet able to fulfil everything that is expected of them. Chatbots are currently experiencing a very positive time, but they have not yet reached the end of their development.
AI can develop very quickly thanks to technological advances and improve from year to year. Chatbots have thus already proven in the recent past that they are suitable for various purposes in personal and business environments.
In many industries, for example, they work hand in hand with human colleagues and take on repetitive tasks in particular. Nevertheless, the following characteristics should be considered for a successful integration:
– Chatbots need a unique personality
A good conversation with a chatbot should be as harmonious as possible, for example in terms of tone or the course of the conversation. Since chatbots that use machine learning usually have dialogues with many different interlocutors, it can happen that answers are sometimes inconsistent and contradictory. This can be irritating for the user. You should therefore make sure that the chatbot shows a consistent personality to the outside world.
– Connect AI-based chatbots to the CRM
Many chatbots are not able to remember all past conversations with a particular person. This makes it difficult for them to understand the entire context and recall all information such as preferences, background or account information in the conversation. As a result, a user may have to repeat themselves, which can sometimes cause frustration. However, chatbots can get this “long-term memory” if you link it to your CRM. This way, the bot can always see all current customer data and change it if necessary.
– Training smart chatbots can be expensive (but it doesn’t have to be).
Chatbots that use machine learning technologies require huge amounts of data. And these data sets are neither easy nor quick to obtain but have to be neatly prepared. Furthermore, a chatbot also needs time to learn from the data. This is tedious and expensive. On the other hand, a lack of training usually results in poor chatbot performance, which is why you can’t simply do without it. With a hybrid approach, this problem can be easily solved. The AI learns with every interaction and thus becomes smarter. It no longer needs huge amounts of data; instead, the chatbot produces it itself through customer interactions.
Chatbots will get even better in the future
The last few years have shown that chatbots have enormous growth potential and can deliver results that were not initially expected. Chatbots have thus become an essential part of digital customer service over the years and will continue to be so in the future. According to a study by Reports and Data, the chatbot market will be worth 10.08 billion US dollars by 2026.
Today, chatbots are already showing us the possibilities for companies and users. But what now awaits us in the next few years?
In the modern AI era, chatbots will become even more mature and better able to anticipate potential user needs. As a result, they will increase their efficiency and work in an even more personalized way. So the future is less about bringing something completely new to the market and more about improving the already existing technology.