It’s an undeniable trend that artificial intelligence is radically changing the way companies conduct their business. Every year, more and number of organizations are ditching traditional methods of customer management to switch to AI. Nearly every large scale organization today have embraced chatbots to handle the preliminary client interaction aspect of their businesses. Statistics show by 2020, almost 80% of all the major e-commerce brands will have converted to chatbots and naturally, more than 80% of all customer interaction will have become completely automated.
It’s doubtlessly a proven fact that AI-driven chatbots are helping our business grow and tackle client queries more efficiently, but technology can only do so much. There are serious shortcomings that a chatbot managed support system could not handle. Humans are still irreplaceable in certain tasks. For example, you want to know the amount your internet bill- you get the reply from a chatbot. You want to know why the bill is so high- and you’d inevitably have got a human’s assistance. Sounds like another one of those atypical humans vs. bots battle? Well, battle or not- it’s definitely an interesting tug-of-war situation between man and machine where it’s difficult to predict who would ultimately win the race to superiority!
In the contemporary market scenario, chatbots are radically changing the interaction and engagement patterns with customers and the international chatbots market is estimated to peak at $1.23 billion by the year 2025. Their fast and prompt responses, instant engagement and easy interface have made chatbots a highly preferred communication medium for nearly 45% of end users. So, what difference does this preference make, and how much does it impact our businesses? Does the dawning of the era of the chatbot mean human live chat options are going to be extinct soon? Now, science fiction sure comes with its own unique thrill, but in reality, it is still a long way to before machines can overtake human intelligence.
When it comes to providing customers with an elementary shopping experience, chatbots might easily be sufficient in handling and guiding clients. These little bots can present customers with multiple options, explain to them specifics about the chosen products and eventually (sometimes) even manage in selling the chosen product to the customer. Concerned your job might get replaced by AI-powered chatbots? In this case, you might just have no other option but to make peace with the fact that a few backlashes will always pop up with the advancement of technology. Some human jobs will be lost, while some others created, and every business has to endure phases like this. After all, you wouldn’t be willing to give up your cell phone today just because the old-school telephone booths lost their business! As new and advanced technology replaces older ones, businesses need to follow suit and keep upgrading their operating platforms, if they are to stay in the race.
The silver lining in this show is that nearly 80% of customers say they would rather prefer dealing with a human being than a chatbot while getting shopping assistance online. Artificial intelligence can manage to provide a basic buying experience, but it still far away from being smart enough to grasp complex customer queries or resolve complicated issues, raised by confused customers. Clients’ queries may vary depending on the country, level of language proficiency and knowledge of the product. Moreover, when a customer knows he/she is communicating to a human being and not a robot, they are more likely to give more details and seek a more individualized response, which is crucial when it concerns making a sell.
Just like different individuals come with different tastes, we need to keep in mind that chatbots and humans are not exactly in competition. They are both potentially suited for different jobs, and it’s human intelligence, after all, that created artificial intelligence in the first place. A bot, being a computer program- isn’t designed to deal with humane sentiments. That’s why we would always need a human task force alongside our bots-battalion! On the other hand, providing superfast data computation isn’t the ideal job for humans; and that is where we count on our bot-buddies! To draw the line, when it comes to selling and boosting e-commerce, chatbots have quite a few drawbacks. The process of selling/buying always relies on certain degrees of human emotions which bots are far from processing. If you are to appease a client, retain a loyal buyer or loop in new customers- human powered interactions are still proved to be the best way to go about it. Till AI becomes smart enough to comprehend complex human sentiments and varied questions that come along with it, their human counterpart can just sit back and uninterruptedly rejoice a clear dominance in the field of customer relationship management.