The Rise of the Chatbot in 2022

Chatbots have been around a while now but their capabilities are definitely expanding and automation and cognitive intelligence are making them more human-like every year. And it has been predicted that AI chatbots will help businesses save more than $8billion a year by 2022 so it’s never been more important to consider them for your business.  

As we edge even closer to 2022 we’ve taken a look at the growing trend for chatbots and their capabilities and why they are a great addition to your website if implemented correctly.  

Chatbots payments

Chatbots are going to go beyond customer service experience and impact your revenue directly by incorporating payment options. In 2022, you will see more bots integrated with several payment services like Paypal, digital wallets, and other payment gateways, helping make payments without even leaving the messenger platform.

Voice

Voice is the next big thing!

 Research is telling us that  50% of all searches by 2022 will be voice-driven with digital consumers preferring messaging platforms that have voice and text based interfaces. Users are already used to starting their days with “Ok Google, what’s in my calendar today?”. It’s all about facilitating your users with a seamless experience with your business, and you can achieve that by voice-driven chatbots.

The Human Touch

Very soon you can expect chatbots to be more human because a more human chatbot will keep you engaged by driving the conversation forward rather than breaking it. Artificial Intelligence (AI) driven chatbots will mimic human conversation and identify the intent behind the text that customers type. Chatbots will then deliver a response that accurately matches the query of a human being.

Chatbots powered by AI will pick up patterns in the customer’s behaviour by learning from their interactions.

Emotional Intelligence

Emotional intelligence broadly is the understanding of human emotions from a conversation and responding to them accordingly. Emotional Intelligence in AI identifies speech and text. When a chatbot detects what you have typed, it automatically extracts information and tries to understand your mood to know if you are angry, sad, or happy. Chatbots will also be examining punctuation and capitalisation to predict your emotions.
In 2022, chatbots based on emotional intelligence will play a vital role in the AI tech industry that will transform many sectors.

Natural Language Processing

Natural Language Processing (NLP) integrated chatbots will be extremely helpful for organisations that have more customer service scenarios. NLP assesses the intent of the user’s input and generates responses.

NLP has the power to learn from past conversations and enhance the ability to provide answers. In 2022, you will be seeing more developers working on the methods to train their bots on multiple interactions and conversations that a bot can go through.

Analytics and Insights

Analytics are of great help in tracking, extracting, or analysing data. They help you in understanding customer’s requirements so that you can continually measure and improve your strategies.

Chatbots enable your business to aggregate enormous amounts of data as they keep a record of every question asked, every answer delivered, and every query put through to agents. This data powers businesses to continually improve on their progress and better understand the consumer mindset.

With chatbot analytics and insights, you will be able to accurately track and gauge key search terms, preferences, satisfaction allowing you to build stronger relationships and rapport with your customers.

Self-Learning

In 2022, you can expect companies to make chatbots that are self-learning. That means companies do not have to spend time feeding new data to bots. They will analyse the pattern in every interaction and train themselves to keep the users or customers engaged. In essence bots will learn to improve their response capabilities based on user feedback.

Social Media

Social media has evolved rapidly. Gone are the days when it was just about making friends, today it’s lots more such as voicing opinions, ordering products and services, offering reviews, and even getting in touch with businesses. Therefore, it has become necessary for businesses to use chatbots to facilitate interaction on these platforms. Facebook has been a leader in this area but every social media platform is likely to follow suit.

Text Messaging

SMS and WhatsApp are the go-to apps that people regularly check and are comfortable conversing over and in 2022, chatbots are going to be leaning onto this opportunity to better connect with audiences. We can predict that you will see SMS and WhatsApp bots  creating a personalised experience and facilitate open-ended conversations.

Chatbots it seems are here to stay and can help to provide a fantastic customer experience on your website if they are implemented correctly. By implementing a chatbot you can:  

• Improve your customer service level, providing twenty-four-hour coverage and real-time solutions reducing drop-offs.
• Provide immediate, quick answers to consumer questions.
• Handle thousands of chats at one time with no need for breaks.
• Impress your customer base, creating a professional and modern feel for your business and website.
• Gather valuable customer data and patterns that can be useful for other business activities.
• Drive sales, effectively providing core information as well as offloading leads that do not have the budget, saving valuable staff time.
• Increase user engagement if designed and implemented correctly.

At 1o Digital we’re inspired by transforming clients businesses through stunning web design, awesome digital experiences and compelling content. If you have a project you’d like to talk about please get in touch.