While most tech advancements help us move towards the greater good, some aren’t as beneficial as we might think. In 2019, the number of chatbots that were being used was far more than what we expected. Chatbots aren’t, however, always bad because, in some situations, they have improved the customer service that we have access to. Chatbots are a program to respond to certain queries in certain ways and are designed to help customers with some of the more basic functions that they would need. These are, of course, still not in a position wherein they are a complete substitute for real live customer service, which is what has helped them still stay in development.

Figure. 1. Rice of Chat Bot

Chatbots are on the rise thanks to increasing demand from consumers to have a 24/7 digital experience. Chatbot architecture and design will evolve to the point that interactive AI will become standard for customer service. Major tech companies are pushing themselves to the forefront of retail, banking, and healthcare sectors with the development of advanced chatbots and machine learning technology.

impact of chat bot

Businesses are seeing an increase in chat interaction as more customers look for self-service options, and it is estimated to grow further. An effective way to meet these customer service needs that involve customer interaction is the deployment and use of chatbots. The capability of chatbots in customer-facing roles is getting better with the integration of AI, and this is directly increasing the role of chatbots in more complex queries.[3]

References:

1. https://linchpinseo.com/trends-in-the-information-technology-industry/#19-rise-of-chatbots
2. https://www.businessinsider.com/chatbot-market-stats-trends?IR=T#:~:text=Chatbots%20are%20on%20the%20rise,become%20standard%20for%20customer%20service.
3. https://www.coforge.com/bps/blog-chatbots-are-having-an-extraordinary-impact-on-contact-centers/4148/

Cite this article:

Sindhu.C (2022), Rise of Chatbots, Anatechmaz, pp. 88