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In the digital world, the consumer industry is heavily powered by virtual assistants and chatbots. Will you believe it if I tell you that chatbots came into existence in 1966? Yes! An MIT professor called Joseph Weizenbaum introduced the first chatbot, ELIZA, back in the 1960s. ELIZA used substitution methodology and pattern matching to simulate conversation. Almost six decades later, artificial intelligence developments are powering virtual assistant and chatbot predictions. Traditionally, virtual assistants and chatbots were having limited capabilities with predetermined answers. But as technology evolved, today's futuristic chatbots are able to conduct real-time analysis and deliver answers quickly. In a nutshell, they are programmed to deal with business queries and developments including answering customers' questions, understanding the tasks, scheduling things, etc. Through continued interaction with humans, algorithms get the flavor of more data and human perspectives, which eventually helps them perform better. According to a report, 67% of consumers in the world make use of chatbots and virtual assistants for customer support. Year on year, the usage and features are anticipated to grow. Analytics Insight has listed the top 10 virtual assistant and chatbot predictions for 2022.
Covid-19 has drastically accelerated digital transformation. According to a report, over 78% of employees felt that their companies sped up their tech infrastructure because of the pandemic. It has not just impacted the remote employees but also the services companies have provided. Customer engagement has also been highly sophisticated with the help of virtual assistants and chatbots. Even customized chatbot services are attracting more consumers into advanced business plans.
Oftentimes, organizations ask employees to work smarter, not harder. Companies are now making their move to make working easy and comfortable for workers. They are employing personal virtual or digital assistants to handle time-consuming and repetitive tasks. Businesses are planning their process and automating conversations to save time.
Despite the 'English' language's familiarity and adoption reaching customers in their native language has its own set of advantages. Therefore, 2022 will see more companies coming forward with disruptive multilingual chatbots and virtual assistants that can speak many languages. They will adopt Natural Language Processing (NLP) to provide context that is based on customers' behavior and preferences.
For a very long time, chatbots have been serving customers' basic needs. However, the time is ripe for the technology to move forward and leverage more critical services like payments. Yes! In 2022, companies will start incorporating chatbots and payment services to ease the burden on buying and selling. It will be as easy as 'Purchase the white t-shirt in my cart' and the chatbot will do it the next minute by processing the payment from your bank account.
Already, chatbots and virtual assistants are becoming humans' best friends. Fortunately, this trend is anticipated to further intensify in the coming year. For example, chatbots and virtual assistants will get a pinch of human intelligence and touch. The constant interaction between humans and chatbots will train them to better interact with us in the future.
The technology buzz has pushed businesses to use social media as a major platform for promotion and advertisement. Social media is no more used to just put out your own opinion, it has evolved far beyond that. To not miss the trend train, tech companies are using chatbot services to better understand customer needs and improve ways that the business can help them.
Real-time data analytics is becoming extremely important in the business ecosystem today. Since almost many business operations are moving to chatbots, it is time to unleash chatbot analytics and insights. These chatbots keep a record of the questions asked, answers delivered, and queries transferred to agents. Companies can use this info to improve services in real-time.
Recruitment services are increasingly becoming automatic. Starting from sorting the resume to finding the right candidate, recruitment technologies can carry out all the basic tasks. Moving a step ahead, chatbots are now useful in directly connecting with candidates. For example, they filter the suitable candidates, answer their basic questions and schedule them for interviews.
Sentimental analysis is on the top of the list for companies that are seeking to better understand their customers and leverage services according to their mental state. By infusing sentimental analysis with chatbots and virtual assistants, companies give a space for the technology to grab the situation of humans. They record customers' conversations and analyze the sentiment level in them. Chatbots can even say if the consumer is satisfied with the service or not.
The surge in usage of low-code chatbots has been around since the outbreak of the pandemic. But it is anticipated to further intensify in 2022. Since the urgent need for chatbots has become the new normal, companies will seek out more low-code chatbot platform services. Besides, it will also ease the burden on non-tech employees as everyone can get their hands on these futuristic developments that require less tech knowledge.
