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Future of chatbots in post-Covid world

“Change is the law of life and those who look only to the past and present are certain to miss the future” 

John F. Kennedy

The coronavirus pandemic has made us all realize that changes in life are inevitable. It brought a lot of challenges for people worldwide but at the same time, it opened up new possibilities for various businesses through digital transformation tools and techniques. The pandemic has enabled a lot of companies to interact and fulfil the needs of their customers using the digital mode of communication. This has all been made possible with the help of automation technologies such as smart chatbots that have completely changed the way people communicate with each other. 

In the past few years, chatbots have significantly gained popularity as people have realised its importance and use in improving efficiency and effectiveness of business processes. It has helped many businesses to overcome challenges by providing 24X7 customer service support, instant replies to client queries and meeting the diverse demands and expectations of current and prospective customers in a virtual environment. In such a situation where everybody is in need of a unique digital solution to automate their regular operations without compromising their safety, chatbots are acting as a fighter against COVID-19 as they offer the following advantages to customers.

  • Solving 80% of the routine customer queries
  • 57% people prefer chatbot as it gives instant responses
  • Uniform communication, language recognition and translation
  • Increase in sales and revenue through customized products recommendations
  • Cost-saving and an easier approach to the global market
  • Improves customer as well as employee experience 
  • Keeps customers informed about latest notifications and updates in the most natural way possible 

COVID-19 has proved to be the turning point in the journey of many businesses. It has significantly reshaped the way a traditional business operates as every person sitting at home wants to get their work done quickly and smoothly, it is quite possible that in near future customers prefer to do all the work from the comfort of their home.

Image courtesy: Web-cart

Major transformation from offline to online

Everything has changed in the last few months, the way people do shopping, banking transactions, food ordering, or simply the way they interact with each other. Millions of people have shifted from the offline mode to an online method of communication and this has impacted every business in some or the other way. The future of chatbot technology is on a rise because of the following reasons:

Carefully chosen and thoughtfully organized information

Chatbot provides people with instant information and bridges the gap between customer communication services in business. It has become the natural choice as this strong smart digital assistant provides carefully chosen and thoughtfully organized information as per customer’s preference.

Great customer communication opportunities

 55% of the users prefer communicating with a business that uses messaging apps. Thus, chatbots are great when it comes to communicating with your customers and streamlining business processes in an efficient manner. Most people prefer interacting with a chatbot as its natural style is similar to how people talk with each other in real life.

Creation of strong brand image

Chatbots help businesses to create a strong brand image as it enables them to get more leads through effective marketing and consequently drive conversions. Chatbots act as a supporter for businesses that want to offer impeccable customer service to make the customer journey delightful. 

Image courtesy: Search Engine Journal
Image courtesy: Search Engine Journal

Chatbots and the near future

According to a report by Gartner, enterprises will have doubled their current spending on natural-language-technology-based solutions by 2023. 

Chatbot technology has helped countless businesses to go above and beyond to provide flawless services in order to fulfil the needs and preferences of current and potential clients. They have enabled businesses to connect with their customers through various channels such as email, WhatsApp, Facebook, and website to offer round the clock customer support and collect valuable data from their side. The growth of chatbot technology in the future is definitely unstoppable as it offers an effective means of communication for businesses who want to adopt this smart technology and make their future secure.

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