July 22, 2019
Chatbots have become a big part of our lives, and according to Gartner, by 2020 the average person will have more conversations with chatbots than with their spouse. Gartner also predicts that in 2020, 85 percent of customer service interactions will be done through chatbots.
So what is a chatbot exactly? A chatbot is a program designed to simulate conversation using artificial intelligence. Artificial Intelligence or “AI” is the development of a computer system that’s able to perform tasks that normally requires human intelligence.
Basically, someone sends your company a message on Facebook, and a chatbot will interpret and respond. Sounds nice, right? Well, chatbots are known to make some pretty public-facing mistakes. Whoops, Delta. It’s important to keep humans involved with chatbots and for your chatbots to evolve overtime. If you’re looking to implement a chatbot, check out some of these pros and cons.
Don’t rush into a chatbot just because it’s a hot trend. Rather, look at your marketing as a whole and determine if chatbots play a role and will add value.