According to statistics, in 2016 more than 30,000 chatbot brands and 6,000 related skills flooded the market. This year, there will be more chat bots and peer-to-peer instant messaging apps going through the “entry into the market†and gradually becoming mainstream interactive tools. Consumers and brand marketers will see the development of Chatbot in the following areas.
1. Adaptability of chat robots
Every Fortune 1000 company will add Chatbot to their technology and marketing efforts, and consumers will eventually begin to understand the true potential of Chatbot. Previously, Chatbot has been facing many problems in terms of functionality, usability, adaptability, discoverability, monetization, etc. However, this year, various instant messaging platforms will further enhance the value that Chatbot can't ignore. Chatbot provides timely access to corporate services and products, provides a better customer service experience, and is the perfect solution for reducing customer service costs and customer service automation.
In addition, companies will promote their Chatbot on various platforms, "Talk to us" This similar navigation bar will appear on the corporate web page, and the scanned "information code" will appear on the physical product. Facebook's new advertising platform will guide users from Newsfeed into the relevant Chatbot experience at a reasonable cost.
Inter-enterprise cooperation (such as Uber may offer such an event: users who place orders from Facebook's voice communication app will receive a $20 reduction) will promote users to use Chatbot. These forces will enable the media to focus on the most useful Chatbot, not just the trends that Chatbot has.
2, chat robots will be smarter, but not necessarily through AI
Marketers will build a “scenario-aware†experience by using a variety of user data such as geography and hobbies. Such as personalized, timely and relevant smart messages or reminders, such as when you enter a new city, Chatbot can advise you to stay in a local hotel; remind your favorite sports team members to change; remind users to go The hospital is waiting. “Chatbot CRM†will become a hot word in the field of customer relationship.
Our main challenge will shift from data collection and storage to data integration. This challenge requires a unified data management platform and ultimately the generation of useful conclusions. In the early stages of data integration, multiple AI solutions will be used, but in 2017, AI will not fully overcome this challenge. Smarter information will drive marketing efforts from mass advertising (focusing on the spread of impressions and scope) to personalization and assisted relationship building (focusing on consumer engagement).
3, the platform is more intelligent
This year, with voice helpers like Google Assistant, Alexa, Siri, and Cortana further invading our daily lives, consumers will get their own personalized digital assistants. We will see that a group of innovative companies use these voice assistants. Brand marketing workers should start using the voice assistant platform mentioned above to try to create a consumer-centric solution. For example, based on the voice assistant platform, a commodity brand can establish a set of step-by-step experiences, and bodybuilding brands can establish a personalized exercise process.
4, the chat robot will enter the office
In 2017, we knew that mail was the primary communication tool in the workplace, instant messaging tools had already got a share of the mail, and Chatbot found a place in the office. Although Slack experienced a crazy growth this year (3.5 times as of April 2016), there are still many large companies that may not have considered the availability of Chatbot. Last year, Microsoft released Teams, which compete directly with Slack. Other players in the same category include Facebook Workplace, Yammer, HipChat, and Skype for Business. Similar to the consumer domain, these enterprise instant messaging platforms have been developing the Chatbot framework. This year, brand marketing workers will build an experience that complements workplace activities. For example, Chatbot helps employees book hotel rooms and flights, check flight status, and more.
We will undoubtedly see the explosive growth of Chatbot in 2017, and Chatbot has really taken a place in the smart home from the screen. Chatbot has overcome many obstacles and has a unique advantage in B2C and B2B communication, which will further play its role. While Chatbot is not a substitute for some of human work, it can help enhance the user experience and ultimately build a bridge between brands and customers in ways never before possible.
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