Chatbots in 2019: 5 trends
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New year, new opportunities, fresh start. We have also made great strides in the field of technology in the past year. Where we said last year that 2018 would be the year of chatbots , we are indeed seeing that more and more organizations have started with new applications in the past year. According to Gartner's prediction , organizations will succeed in capturing 85% of customer contact with technology in 2020. So there is work to be done! What trends can we expect in 2019 in the field of chatbots and artificial intelligence (AI)?
The application of bots will become much broader in 2019. Smart technology ensures that a chatbot can do more and more fax lists and therefore better recognizes what the question and intention of the customer is. In addition, the adoption of chatbots is increasing. Alexander de Ruiter, CEO of OBI4wan:
Technology is accessible and approachable for everyone, including SMEs. If we are to believe Gartner's figures, we will see many more successful chatbot applications in practice in the coming years.
Customer service the largest domain for chatbots
Customer service is an application area where chatbots come into their own. In recent years, we have seen successful applications that show that chatbots are well able to help customers on their way or even handle entire cases. According to Gartner, the service domain will continue to dominate in the coming years. In 34% of cases, chatbots will be used in the customer engagement domain.
Gartner AI & customer service
Technology comes into the hands of organizations themselves.