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Drive to Reimagine

10 important chatbot industry trends for 2021

Engati Team
.
Dec 11
.
10-11 mins

Table of contents

Key takeawaysCollaboration platforms are essential to the new way of workingEmployees prefer engati over emailEmployees play a growing part in software purchasing decisionsThe future of work is collaborativeMethodology

Chatbot trends for New Year!

With AI chatbot trends and market outlook on the rise, it is very crucial for businesses to adopt the way they engage with customers.

The new year is seen as the beginning of new opportunities. This also implies more potential for newer AI technologies, advancements within the existing technology tools and growth in the market.

Artificial Intelligence (AI) re-examines how businesses interact internally as well as with consumers. To allow machine learning and dynamic analysis of automated business communications, AI is crucial.

The trends in chatbots project that there will be a shift from simple customer-based queries to more advanced real-time interactions based on computational modeling. Business Chatbots have been growing dynamically in the past few years, and have managed to take over many sectors and internal roles in the organization. If you’re an entrepreneur, following the latest AI chatbot trends will help you scale faster and grow your brand visibility.

Let’s take a look at chatbot future trends with Conversational UI

UI – It's something we have all heard about. We know how important it is for businesses. So then, what is a Conversational UI? How is it going to define the future chatbot trends? We will discuss these topics below. But, to start with, do you know what is a chatbot? Have you ever used one?

A chatbot is a computer program or an artificial intelligence which conducts a conversation via textual or auditory methods.

So let’s get right to it then, shall we?

Chatbot future trends with Conversational UI - Engati
Photo by Robin Worall on Unpslash

What is Conversational UI?

Do you remember the time when there was no Graphical User Interface (GUI)? When computers were accessed using a command-specific syntax? It was a gloomy time indeed, and seemingly ancient history now! While the introduction of GUI gave us icons to click and got the user to feel more involved, we were still limited by the keyboard and mouse to interact with the computer.

With further developments in the fields of interactive media, we have started engaging computers through means more personal than a keyboard and mouse. Face recognition, fingerprint scans, retina scans, gestures, and voice inputs are a few ways that come to mind immediately. Conversational UI (CUI) is here to take over GUI, to become the future of computer interface. Looking at the speed of AI evolution, the chatbot future trends might get here sooner than we imagine.

In contrast to GUI, the most important thing that powers a CUI is the conversation itself. A CUI lets you interact with the various applications on human terms, essentially just by talking to them. CUI can be classified under 2 main categories –

(Conversational websites are a third kind, that are just emerging.)

Voice Assistants and Chatbots

Voice assistants are growing in numbers by the day and define the future of chatbots. While tech giants like Amazon, Google, Microsoft, and Apple have come up with their own voice-assisted platforms, they are also continually developing their respective platforms. Apple’s Siri, Google’s OK Google, Microsoft’s Hey Cortana, and the popular Alexa from Amazon all of these are examples for classic cases of voice assistants that encourage you to interact with them using your voice.

So much to our surprise, they are getting better at it with every passing minute. You can accomplish many daily tasks with the use of chatbots today. Alexa alone has acquired a whopping 15,000 skills by the end of July! These assistants can play a trailer for you, help send you text messages, order food for you or even book a table at a restaurant amongst other things.

On the chatbot front, many competent examples exist. chatbots have become the new definition of convenience. They are assisting people in all activities ranging from finding good deals online to transferring money to even buying cars! While it is claimed that over 300,000 chatbots are active on Facebook Messenger alone, Slack’s Slack bot has over 300 bots. Slack is a popular messaging platform for enterprises. Slack bots can do a variety of tasks from scheduling meetings to tracking coworkers’ happiness to even taking lunch orders!

The third kind of Conversational UI is applied in building conversational websites. These are still rarely found on the internet. Though it is speculated that with the launch of Facebook’s Customer Chat Plugin, all websites can essentially gain conversational abilities. This will allow consumers to connect with the Messenger Bot without having to leave the company website.

Chatbot future trends- How would Conversational UI help?

Conversational interfaces offer much more than speech recognition and conversion into text. With the advances in the field of NLP, ML, and AI, an intelligent interface is expected to be developed by companies. Mere recognition of words spoken by the user and transcribing them into text is not intelligence, it’s understanding the context and intention of the words that makes an intelligent interface. It’s the cross-platform application of conversational UI that makes it so unique. Be it a desktop or a Smartphone, conversational UI ensures a smooth user interface across all platforms as the mode of interaction remains the same. It also works well with screen-less devices making it a versatile interaction platform capable of catering to a varied range of users. This ability of Conversational UI to ensure a frictionless experience to the users while interacting with a computer is what will allow it to stay in the game for a lot longer.

Conversational UI develop a frictionless user experience - Engati
Photo by Oleg Magni on Unsplash

Conversational UI and Businesses

When it comes to customer service in a business, the norms have changed. The process has gone from users wanting to take an initiative and performing a search, or picking up a phone and dialing the number to just turning to a chatbot for answers.

With UI Chatbots, many firms are currently leveraging the opportunity to bring about a change in the way they interact with customers. With more than 50% of the millennial population preferring to shop/buy products through a chatbot-based interface, it makes sense in investing into the platform for greater reach and returns.

Future of Conversational UI

As we march ahead into the UI chatbot future trends, we can clearly see Conversational UI evolving into the interface of the future. The rise in the use of voice assistant apps by users is only the beginning of this trend. Language and reasoning frameworks coupled with big data and machine learning will produce conversational interfaces of the future. These will be able to better understand and serve customer needs and wants based on their context and their surroundings. An increasing number of business models will benefit from chatbots in the future with conversational UI leading the charge. Retail businesses, content distributing media companies, research, and consulting are some areas that will see great integration with chatbots and drive business value.

Key chatbot stats for 2021

Chatbot growth across years
Chatbot growth

Gartner says that in the next couple of years, Artificial Intelligence (AI) will be a major consumer experience income stream. Customer care chatbots will be used by 47% of organizations and virtual assistants will be deployed by 40%.

The growth in on-demand messaging has changed customer contact tastes. More companies integrate chatbots into their workflows. Bots are a critical resource to help improve customer experiences and deliver great customer service. The way businesses connect with current and prospective customers is transformed by chatbots.

These are statistics for the current chatbot trends in business:

Chatbots predicted use in business

  • In 2018 alone, we have seen AI chatbots become smarter and more intelligent. Chatbots have evolved to behave more like humans.
  • By 2020, 80% of global businesses will trust chatbot technology for managing clerical and repetitive tasks.
  • Gartner Research says that by 2021, 50% of enterprise companies will invest more on Business chatbots and chatbot technology rather than on mobile applications.
  • Facebook claims that more than 50% of their 2 billion messenger users are more likely to choose a business that can with its users.
  • According to Hubspot, 47% of consumers would buy items from a chatbot and 57% of consumers are interested in chatbots for faster service.
  • Juniper Research predicts that by 2020 chatbots will save businesses 70% customer transactions.
  • Chatbots can cut operational costs by up to 30%.
  • 85% of customer interaction will be handled without human agents by 2021.
  • 50% of businesses plan to spend more on chatbots than on mobile apps.
  • 64% of internet users say 24/7 service is the best feature of chatbots.
  • 37% of people use a customer service bot to get a quick answer in an emergency.
  • There were over 300,000 chatbots on Facebook in 2018.

More business opportunities with business chatbots

With close to 70% of survey respondents saying that they wouldn’t mind talking to a robot to resolve their queries, the future of business chatbots seems bright. Big brands are now realizing the opportunities that come with joining the space. For example, a Facebook Messenger bot will help you make hotel room reservations through their hotel chatbot and will recommend the most competitive rates. The transaction is simple and cost-effective for both – the hotel as well as the customer.

Next in line are multiple scenarios that are going to be a big hit in the chatbot market 2020-

Machine Learning in Speech Recognition for voice search
Machine speech recognition

There are endless possibilities in the chatbot market

A combination of artificial intelligence, a good-looking user interface, and well-thought-out integration is what makes a chatbot a big hit in the market.

We’re looking at a future where your chatbot will help you pick a t-shirt or a dress that goes well with your footwear. Or if you’re preparing a grocery list for something you’ll be preparing for dinner then your chatbot will remind you in case you are forgetting something.

Moreover, conversational AI tools such as chatbots have now become smart enough to talk, thanks to the voice technology in chatbot advancements. Digital voice assistants such as Siri, Google Home, Alexa, etc are anyway taking over and building an easier life for you.

Isn’t it a perfect example of a great and personalized customer experience?

Top chatbot trends that will transform your business in 2021

Implementing AI chatbot solutions in the near future will expand its knowledge base. The statistics of the business chatbots indicate that bots are much more willing to match human behavior and offer additional services. Here are the upcoming business chatbot trends that will push your company towards the next scale.

1

Chatbots are getting more common

Chatbots have successfully streamlined customer care, marketing, sales, HR, and many other functions. Surprisingly, they’re being used to streamline individual or everyday activities as well, such as exercise, parenting, kids, e-learning, etc. Exercise chatbots are being developed to discover user preferences and create a customized chatbot experience. While engaging the user with their weekly fitness routine, it won't be time-consuming.

Chatbot technology is one of the most successful innovations in eLearning, which helps by simplifying the technique of coaching. Such smart bots are often used as virtual assistants.

It turns out that chatbots are the most revolutionary way to bridge the gap between technology and education. Implementing chatbots provides the student with the tutor with an interactive learning environment far similar to the one-to-one.

2

Use of AI in customer support

Chatbots, digital assistants, texting, and other new technologies are already driving the development of call centres around the world.  Businesses can reduce customer service costs by up to 30% by introducing conversational chatbot, according to Chatbots Magazine.

Consumers prefer chatbots
Why do consumers prefer chatbots?

Chatbot Trends are aimed at significant cost savings when companies upgrade from inefficient IVR technology to AI. Bots without human involvement can handle simple requests such as changing a password, requesting a balance, scheduling an appointment, etc.

The call centre depreciation rates are twice the average of all other industries combined. Bots can greatly reduce the number of human agents required and also improve on employee attrition ratio which is due to the repetitive nature of routine calls. It can be expensive to employ staff 24 hours a day in your contact center.

Adding resources to support multiple business lines and languages will increase the headcount to handle customer questions 24 hours a day.

  • Business process automation: Automating the business with Telecom chatbots  helps to rapidly reach customers and provide a better experience. Without human involvement, bots can handle first-level queries easily.
  • Sentiment Analysis: By identifying the purpose of the call and improving customer experience, data can be collected with AI to gain the context of communication in order to offer faster solutions.
  • Streamline call center experience: Customers prefer businesses that have chatbot support. 47% of users are open to buying products via chatbot. The chatbot stats show that chatbot is the easiest way to interact with businesses that most consumers trust.
  • Recommend Products and Services: Chatbots can help you manage the efficiency of your agent by scrutinizing them while interacting with customers and advocating them. They can also recommend products and services automatically to your customers and take off the task of manually sending in recommendations.

3

Chatbots will be more human

It is inevitable that the chatbot industry will become the driving force of business communications. As per Global Market Insights, the overall market size for chatbots worldwide would be over $1.3 billion by 2024. Keeping this in mind and starting to catch up with consumer expectations, companies are now more focused on creating sentient-indicting chatbots with the support of machine learning, artificial intelligence (AI) and natural language processing (NLP).

Chatbots with a more conversational AI will,

  • Develop better relationships with customers, providing customized and tailored customer experience.
  • Boost the brand's customer experience and enhance customer loyalty.
  • The understanding of the customer to receive positive feedback and build a satisfied customer base is affected.

4

Voice bots are becoming mainstream

voice chatbots
Voice chatbots are growing in popularity

A research study says that online customers are gradually using communications channels which consist of both voice chatbots and text-based interfaces as their preferred method of communication. Voice recognition software is continuing to improve reliability and it is being applied to by specialized services.

Both voice-based and text-based conversational user interface (CUI) becomes a preferred way to access digital services across industries. They provide clients and employees with the best solutions in different areas. It can help in different sectors, such as education, insurance, travel, and financial services. Voice bots are gaining more popularity by the day and are predicted to be the future chatbot trend, the reason why?

  • Texting can be time-consuming.
  • Text can sometimes be monotonous when voice bots require automated, intelligence-based interaction with customers.
  • Voice-enabled bot, you can provide your customers with reliable data insights. It also helps to provide the correct information in real-time.
  • Voice bots offer new customization opportunities that reduce the problems faced while addressing customer needs.

Voice bots are indeed a great way for businesses to use conversational automation and connect with a humanized level.

5

Messaging platforms as a growth driver for chatbots

More preferred is the concept of conversational trade as it encourages buyers to shop with chatbots online. Messaging platforms enable companies to revive their approach from branding improvements to deliver the best customer service.

Over time, more and more companies will embrace messaging systems to improve customer engagement and deepen customer loyalty as these platforms will have strong bot capabilities and an integrated approach over different business functions.

With business chatbot capabilities of conversational AI on messaging sites, companies can push-

  • Brand awareness: Market strategists recommend using bots as it increases brand exposure and retention of buyers. The quick response to customer queries is one of the most impressive facts behind the increasing chatbots.
  • Customer support: The majority of chatbots can engage customers in the odd hours by responding to their simple queries. As AI improves, bots can become more intelligent in tailoring their individual responses.
  • Engagement and marketing: Customers prefer businesses that have chatbot support. 47% of users are open to buying products via chatbot. The chatbot stats show that chatbot is the easiest way to interact with businesses that most consumers trust.
  • Sales & Lead Generation chatbot: Chatbots can be the best channel for automating your sales and leading the production process by nominating your prospects to lead in your website and social channels

6

More use-cases for customer demands

Chatbot AI are no longer restricted to companies and various business verticals, but they also have significant cases of use for consumers.

Ubisend report says that 1 in 5 customers will consider buying a chatbot from goods and services. Whether it is food, electronics or clothing, online orders are treated promptly by chatbots.

With the growing opportunities in the world, businesses and organizations are going to experiment with chatbot technology to create their own innovative chatbot use-cases and make space for automation in their business applications.

7

Chatbots will automate payments

Chatbots radically change the way e-commerce businesses serve customers, handle lead generation projects, and automate transactions, delivering better conversational experience. Chatbots Magazine found out that 67% of U.S. millennials said they are likely to buy brand products and services using a chatbot.

What is the future of chatbots you wonder? It is such that companies will automate simple payments and allow users to pay directly through live chat or Facebook Messenger apps. The instant process makes the customer satisfied and increases the happiness of the company.

Here are some of the main benefits of accepting payments from Facebook Messenger:

  • A good way to sell conversationally–helps the clients to ask questions and recommend the best option according to their needs.
  • Trust is a powerful word– so many people rely on Facebook Messenger to prevent credit or debit card security issues.
  • Customers can buy directly from Messenger–to make the final transaction, the customers don't have to leave their phone.
  • Cost-effective – Compared to traditional channels such as live chat and call centers, it is cost-effective.
  • Effective scalability – it is simple to scale – this ensures you can sell products directly through your 247 bots automated Messenger series.

8

Chatbots for HR and internal enterprise use

Chatbots for HR and internal enterprise
HR chatbots

In addition to managing customer requests effortlessly, chatbots have tremendous business value by streamlining internal business processes from small business to big organizations.

There are many use cases for AI chatbots with each model implementation following a common goal–to enhance the user's experience and performance.

Here's how company-wide chatbot patterns can be used:

  • Human Resource: HR Chatbots can be used to manage your employees ' momentum, address essential HR-related questions, and complete transactional HR services.
  • Internal help desk: Chatbot can handle common queries and work on complex queries by IT help desk workers. The bot is acquiring the responses to repetitive queries and increasing responsiveness.
  • Onboarding employees: Onboarding is a tedious and time-consuming task. By answering screening questions and documenting the responses, chatbots will begin the interview process. It also goes by company policies to guide new hires.

9

More chatbot apps

The global chatbot market is expected to hit $1.23 billion by 2025, an annual growth rate of 24.3 million, according to a study by Grand View Research.

AI chatbots online are just one of those trending technologies that have recognized and eased the common problems that businesses have encountered these days, and to scale and support business teams in their customer relationships.

In the future, more and more brands will be building applications. Bots are able to gather information and assess appropriate actions to take. The communication level has risen with the easy integration of bots within mobile apps. For example, an app like Instagram uses AI to provide its users with meaningful content.

10

Better sentiment analysis to understand chatbot behaviour

Chatbots are intended to imitating human-based support and providing the right answers based on queries. However, bots can't really get the exact picture into the user behaviour and their journey without a deeper integration with your user data.

Analysis of sentiment is important to train more human-like chatbots.

When chatbots become more communicative and users who don't always know they're talking with a bot continue to extend and express their feelings in their replies. Just like a well-trained team of customer care to conduct an evaluation of feelings. For all the customer insights, chatbots can collect, normalize and aggregate customer feedback data for further analysis.

Support leaders who have already availed of the benefits of chatbots (68%) said they will plan to invest in more of them in 2021 (and those companies are four-times more likely to invest more in chatbots).
- TechRepublic Report on Customer Support in 2021.

Characteristics of the global chatbot market

With AI and machine learning technologies, chatbots are learning to respond differently to distinct keywords, and formulate their own responses to suit different situations. These features are leveraging:

  • Real-time communications
  • Customer enquiries
  • Optimization of overall customer satisfaction
  • The global chatbot market revenue over $250 million in the past couple years.

Some companies have assigned chatbots with their individual jobs, starting from being an admin to an editor, marketer, operator, and viewer. They specify suitable permissions for each role.

Industry-specific global chatbot market

The chatbot market is going to penetrate a number of industries. Let’s take a quick look at a few leading examples from the Indian as well as the international market.

1

Technology

IBM Watson, Nuance Communications Inc., Artificial Solutions, Creative Virtual Pvt. Ltd., are among the major industry players operating in the global chatbot market. The data forecast is supported by key market dynamics, which is helpful in evaluating opportunities available.

2

BFSI (Banking, Financial Services & Insurance)

HDFC Bank launched its own chatbot for Messenger to integrate conversational banking, allow customers to transact for bill payments, recharge, travel booking, and more.

ICICI Bank has launched its own bot, named iPal, which is said to be handling over 6 million queries with a sterling accuracy of nearly 90%. It resolves most of the customer queries and makes micro-transactions such bill payments, transfers, and other such activities simpler.

Now if we talk about insurance, PNB MetLife launched its insurance chatbot named Dr. Jeevan. The bot helps the users with information regarding their health quotient, and also provides educational videos that are informative and interactive. They have built it on FB Messenger.

3

Healthcare

The healthcare industry is investing on creating a chatbot technology that can detect an illness by looking at the existing symptoms of a patient. The result will be on the basis of a large pool of data and therefore, it will be authentic and reliable. This will save the patient the hassle of visiting a clinic or a hospital, it will save them money that usually goes away as a consultation fee and it will be cost-effective for the healthcare sector as well, since they wouldn’t have to appoint a support staff.

Endurance is a Russian-based company that is taking patient care to the next level. It is using NLP to enhance its innovation by building a companion chatbot for patients suffering from Alzheimer's. The Healthcare bot will identify any deviation in the conversation and immediately inform the doctor or the concerned family member about it.

4

Travel

Goibibo has recently built a WhatsApp bot that allows passengers to confirm their flight details, pre-book seats and suggest changes, if necessary. The bot conversation is interactive, easy to understand, and triggers an error message every time there is an incorrect entry.

Another travel competitor, ixigo, is hitting the platforms with Facebook Messenger Chatbot and WhatsApp Chatbot with their company chatbot ixibaba. The CEO of the company suggests that chatbot automation is critical in reaching out to a billion users with chat-based information. The company aims at bringing about a travel chatbot evolution by offering a human-like persona that is quick at providing travel planning and booking solutions. It even entertains odd queries with quirky yet sophisticated responses.

Yatra has launched its own FB Messenger bot to help customers search for and book flights. Moreover, Meru is among the world’s first cab service providers to allow customers to book a cab through a chatbot. This is also available on FB Messenger.

5

eCommerce

Lego’s chatbot is solving the longest prevalent customer problem, which is to choose the right gift. Ralph, the gift bot, provides suggestions and personalized gift recommendations directly to the users via Messenger.

Lego gift chatbot
Lego gift bot

It will ask the user a few simple questions, like their location, age of the person they are buying the gift for, and the budget. Once the user shares the details, they will see product themes and options to choose from. The link is automatically added to the cart once they select the product such that they can directly buy it from the LEGO website.

LEGO chatbot features
Lego chatbot

The LEGO chatbot is available in the UK, US, France, Poland, and Germany and has seen a 6X return on their ad spend. The bot also helped the company reduce its cost per conversion by a whopping 31% as compared to other conversion-based ads.

Another e-commerce industry is Titan. They launched a chatbot on their online store to improve user engagement & attract millennial shoppers looking for convenient ways of online shopping.

Shopsense is another retail technology startup that has launched Fify. It enables customers to discover products & make transactions with an easy-to-use chat tech interface.

The adoption of chatbots by other sectors, like the news & media industry, food & beverages companies, hospitality, etc., is increasing considerably. The demand in the news & media sector is majorly driven by the live news feed connecting the masses to engaging content. While the biggest advantage is engagement and convenience, it does not make the user search for news and shows topics that interest them. Further, the marketing industry is benefitting from chatbot technology because it is helping them derive unconventional marketing opportunities and advances.

P.S here's a blog on why chatbots are a fantastic marketing tool!

Global chatbot market revenue

Here’s a quick look at the monetary benefits when you build a chatbot. The information in the image below covers the major areas worldwide.

global chatbot market dynamics
Chatbot market revenue

Large enterprises are making the best use of current chatbot features

The global chatbot market has been segmented into small enterprises, medium-sized enterprises, and large enterprises. An estimated 50% of small and medium business units engaged in e-commerce have indicated conformance to the revolutionary changes witnessed in customer services and digital marketing. In the meantime, the large enterprises are expected to remain the key demand driver for chatbots generating $626.3 million for the global market by 2024!

They have an undefeated advantage over the rest of the segments because of digital marketing applications. The segment of large enterprises presents massive demand for chatbots owing to the involved activities that facilitate business process automation. In fact, their marketing strategies and social media involvements keep them in the lead dominating position.

From a geographical standpoint, North America will contribute a massive share in global chatbot revenue. It is known to account for a massive $52.7 million as of 2015. The continent witnesses a healthy growth for chatbot market, mainly due to-

  • Awareness
  • Potential
  • Technological advancements
  • Available funds

This is the key force driving it to further improvements. Along with in the US, the chatbot market in maturing in Europe as well in its emerging economies.

Chatbot market dynamics

The open-source ecosystem is driving innovation and adoption in the chatbot market. With numerous advancements and tools, creating a chatbot is now an easy process. This trend is going to give a huge boost to the market.

Further, there are business needs that leaders have to optimize and strengthen-

  • Customer management costs
  • Progressive growth in NLP

AI-powered chatbots are outperforming the rule-based ones, especially in offering a personal touch and bringing in high-user engagement.

The global chatbot market depicts the presence of a highly competitive vendor landscape, says Transparency Market Research on the basis of their newly published report.

Owing to the presence of technology-driven companies such as Google, Facebook, and Microsoft, a high spirit of a healthy growing competition exists in the market. In fact, they together have been recently holding more than 90% of the share in the global chatbot market. However, this is not stopping several other companies such as Pandorabots, Inc., and Slack Technologies, from creating smart innovations and tightening the competitiveness in providing the best services. Plans of mergers and acquisitions are under discussion in the form of key strategies to expand their presence in the global chatbot market.

Wrapping up

Keep up in the market by staying up-par with the chatbot trends. Grow your business in 2020 by following these future smart AI tech-chatbot trends when building your first chatbot with Engati.

Thanks for reading!

Put these chatbot future trends to action and register with Engati to build your first chatbot!

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Engati Team

Engati team

Andy is the Co-Founder and CIO of SwissCognitive - The Global AI Hub. He’s also the President of the Swiss IT Leadership Forum.

Andy is a digital enterprise leader and is transforming business strategies keeping the best interests of shareholders, customers, and employees in mind.

Follow him for your daily dose of AI news and thoughts on using AI to improve your business.

Catch our interview with Andy on AI in daily life

Continue Reading

10 important chatbot industry trends for 2021

Engati Team
|
11
min read

Chatbot trends for New Year!

With AI chatbot trends and market outlook on the rise, it is very crucial for businesses to adopt the way they engage with customers.

The new year is seen as the beginning of new opportunities. This also implies more potential for newer AI technologies, advancements within the existing technology tools and growth in the market.

Artificial Intelligence (AI) re-examines how businesses interact internally as well as with consumers. To allow machine learning and dynamic analysis of automated business communications, AI is crucial.

The trends in chatbots project that there will be a shift from simple customer-based queries to more advanced real-time interactions based on computational modeling. Business Chatbots have been growing dynamically in the past few years, and have managed to take over many sectors and internal roles in the organization. If you’re an entrepreneur, following the latest AI chatbot trends will help you scale faster and grow your brand visibility.

Let’s take a look at chatbot future trends with Conversational UI

UI – It's something we have all heard about. We know how important it is for businesses. So then, what is a Conversational UI? How is it going to define the future chatbot trends? We will discuss these topics below. But, to start with, do you know what is a chatbot? Have you ever used one?

A chatbot is a computer program or an artificial intelligence which conducts a conversation via textual or auditory methods.

So let’s get right to it then, shall we?

Chatbot future trends with Conversational UI - Engati
Photo by Robin Worall on Unpslash

What is Conversational UI?

Do you remember the time when there was no Graphical User Interface (GUI)? When computers were accessed using a command-specific syntax? It was a gloomy time indeed, and seemingly ancient history now! While the introduction of GUI gave us icons to click and got the user to feel more involved, we were still limited by the keyboard and mouse to interact with the computer.

With further developments in the fields of interactive media, we have started engaging computers through means more personal than a keyboard and mouse. Face recognition, fingerprint scans, retina scans, gestures, and voice inputs are a few ways that come to mind immediately. Conversational UI (CUI) is here to take over GUI, to become the future of computer interface. Looking at the speed of AI evolution, the chatbot future trends might get here sooner than we imagine.

In contrast to GUI, the most important thing that powers a CUI is the conversation itself. A CUI lets you interact with the various applications on human terms, essentially just by talking to them. CUI can be classified under 2 main categories –

(Conversational websites are a third kind, that are just emerging.)

Voice Assistants and Chatbots

Voice assistants are growing in numbers by the day and define the future of chatbots. While tech giants like Amazon, Google, Microsoft, and Apple have come up with their own voice-assisted platforms, they are also continually developing their respective platforms. Apple’s Siri, Google’s OK Google, Microsoft’s Hey Cortana, and the popular Alexa from Amazon all of these are examples for classic cases of voice assistants that encourage you to interact with them using your voice.

So much to our surprise, they are getting better at it with every passing minute. You can accomplish many daily tasks with the use of chatbots today. Alexa alone has acquired a whopping 15,000 skills by the end of July! These assistants can play a trailer for you, help send you text messages, order food for you or even book a table at a restaurant amongst other things.

On the chatbot front, many competent examples exist. chatbots have become the new definition of convenience. They are assisting people in all activities ranging from finding good deals online to transferring money to even buying cars! While it is claimed that over 300,000 chatbots are active on Facebook Messenger alone, Slack’s Slack bot has over 300 bots. Slack is a popular messaging platform for enterprises. Slack bots can do a variety of tasks from scheduling meetings to tracking coworkers’ happiness to even taking lunch orders!

The third kind of Conversational UI is applied in building conversational websites. These are still rarely found on the internet. Though it is speculated that with the launch of Facebook’s Customer Chat Plugin, all websites can essentially gain conversational abilities. This will allow consumers to connect with the Messenger Bot without having to leave the company website.

Chatbot future trends- How would Conversational UI help?

Conversational interfaces offer much more than speech recognition and conversion into text. With the advances in the field of NLP, ML, and AI, an intelligent interface is expected to be developed by companies. Mere recognition of words spoken by the user and transcribing them into text is not intelligence, it’s understanding the context and intention of the words that makes an intelligent interface. It’s the cross-platform application of conversational UI that makes it so unique. Be it a desktop or a Smartphone, conversational UI ensures a smooth user interface across all platforms as the mode of interaction remains the same. It also works well with screen-less devices making it a versatile interaction platform capable of catering to a varied range of users. This ability of Conversational UI to ensure a frictionless experience to the users while interacting with a computer is what will allow it to stay in the game for a lot longer.

Conversational UI develop a frictionless user experience - Engati
Photo by Oleg Magni on Unsplash

Conversational UI and Businesses

When it comes to customer service in a business, the norms have changed. The process has gone from users wanting to take an initiative and performing a search, or picking up a phone and dialing the number to just turning to a chatbot for answers.

With UI Chatbots, many firms are currently leveraging the opportunity to bring about a change in the way they interact with customers. With more than 50% of the millennial population preferring to shop/buy products through a chatbot-based interface, it makes sense in investing into the platform for greater reach and returns.

Future of Conversational UI

As we march ahead into the UI chatbot future trends, we can clearly see Conversational UI evolving into the interface of the future. The rise in the use of voice assistant apps by users is only the beginning of this trend. Language and reasoning frameworks coupled with big data and machine learning will produce conversational interfaces of the future. These will be able to better understand and serve customer needs and wants based on their context and their surroundings. An increasing number of business models will benefit from chatbots in the future with conversational UI leading the charge. Retail businesses, content distributing media companies, research, and consulting are some areas that will see great integration with chatbots and drive business value.

Key chatbot stats for 2021

Chatbot growth across years
Chatbot growth

Gartner says that in the next couple of years, Artificial Intelligence (AI) will be a major consumer experience income stream. Customer care chatbots will be used by 47% of organizations and virtual assistants will be deployed by 40%.

The growth in on-demand messaging has changed customer contact tastes. More companies integrate chatbots into their workflows. Bots are a critical resource to help improve customer experiences and deliver great customer service. The way businesses connect with current and prospective customers is transformed by chatbots.

These are statistics for the current chatbot trends in business:

Chatbots predicted use in business

  • In 2018 alone, we have seen AI chatbots become smarter and more intelligent. Chatbots have evolved to behave more like humans.
  • By 2020, 80% of global businesses will trust chatbot technology for managing clerical and repetitive tasks.
  • Gartner Research says that by 2021, 50% of enterprise companies will invest more on Business chatbots and chatbot technology rather than on mobile applications.
  • Facebook claims that more than 50% of their 2 billion messenger users are more likely to choose a business that can with its users.
  • According to Hubspot, 47% of consumers would buy items from a chatbot and 57% of consumers are interested in chatbots for faster service.
  • Juniper Research predicts that by 2020 chatbots will save businesses 70% customer transactions.
  • Chatbots can cut operational costs by up to 30%.
  • 85% of customer interaction will be handled without human agents by 2021.
  • 50% of businesses plan to spend more on chatbots than on mobile apps.
  • 64% of internet users say 24/7 service is the best feature of chatbots.
  • 37% of people use a customer service bot to get a quick answer in an emergency.
  • There were over 300,000 chatbots on Facebook in 2018.

More business opportunities with business chatbots

With close to 70% of survey respondents saying that they wouldn’t mind talking to a robot to resolve their queries, the future of business chatbots seems bright. Big brands are now realizing the opportunities that come with joining the space. For example, a Facebook Messenger bot will help you make hotel room reservations through their hotel chatbot and will recommend the most competitive rates. The transaction is simple and cost-effective for both – the hotel as well as the customer.

Next in line are multiple scenarios that are going to be a big hit in the chatbot market 2020-

Machine Learning in Speech Recognition for voice search
Machine speech recognition

There are endless possibilities in the chatbot market

A combination of artificial intelligence, a good-looking user interface, and well-thought-out integration is what makes a chatbot a big hit in the market.

We’re looking at a future where your chatbot will help you pick a t-shirt or a dress that goes well with your footwear. Or if you’re preparing a grocery list for something you’ll be preparing for dinner then your chatbot will remind you in case you are forgetting something.

Moreover, conversational AI tools such as chatbots have now become smart enough to talk, thanks to the voice technology in chatbot advancements. Digital voice assistants such as Siri, Google Home, Alexa, etc are anyway taking over and building an easier life for you.

Isn’t it a perfect example of a great and personalized customer experience?

Top chatbot trends that will transform your business in 2021

Implementing AI chatbot solutions in the near future will expand its knowledge base. The statistics of the business chatbots indicate that bots are much more willing to match human behavior and offer additional services. Here are the upcoming business chatbot trends that will push your company towards the next scale.

1

Chatbots are getting more common

Chatbots have successfully streamlined customer care, marketing, sales, HR, and many other functions. Surprisingly, they’re being used to streamline individual or everyday activities as well, such as exercise, parenting, kids, e-learning, etc. Exercise chatbots are being developed to discover user preferences and create a customized chatbot experience. While engaging the user with their weekly fitness routine, it won't be time-consuming.

Chatbot technology is one of the most successful innovations in eLearning, which helps by simplifying the technique of coaching. Such smart bots are often used as virtual assistants.

It turns out that chatbots are the most revolutionary way to bridge the gap between technology and education. Implementing chatbots provides the student with the tutor with an interactive learning environment far similar to the one-to-one.

2

Use of AI in customer support

Chatbots, digital assistants, texting, and other new technologies are already driving the development of call centres around the world.  Businesses can reduce customer service costs by up to 30% by introducing conversational chatbot, according to Chatbots Magazine.

Consumers prefer chatbots
Why do consumers prefer chatbots?

Chatbot Trends are aimed at significant cost savings when companies upgrade from inefficient IVR technology to AI. Bots without human involvement can handle simple requests such as changing a password, requesting a balance, scheduling an appointment, etc.

The call centre depreciation rates are twice the average of all other industries combined. Bots can greatly reduce the number of human agents required and also improve on employee attrition ratio which is due to the repetitive nature of routine calls. It can be expensive to employ staff 24 hours a day in your contact center.

Adding resources to support multiple business lines and languages will increase the headcount to handle customer questions 24 hours a day.

  • Business process automation: Automating the business with Telecom chatbots  helps to rapidly reach customers and provide a better experience. Without human involvement, bots can handle first-level queries easily.
  • Sentiment Analysis: By identifying the purpose of the call and improving customer experience, data can be collected with AI to gain the context of communication in order to offer faster solutions.
  • Streamline call center experience: Customers prefer businesses that have chatbot support. 47% of users are open to buying products via chatbot. The chatbot stats show that chatbot is the easiest way to interact with businesses that most consumers trust.
  • Recommend Products and Services: Chatbots can help you manage the efficiency of your agent by scrutinizing them while interacting with customers and advocating them. They can also recommend products and services automatically to your customers and take off the task of manually sending in recommendations.

3

Chatbots will be more human

It is inevitable that the chatbot industry will become the driving force of business communications. As per Global Market Insights, the overall market size for chatbots worldwide would be over $1.3 billion by 2024. Keeping this in mind and starting to catch up with consumer expectations, companies are now more focused on creating sentient-indicting chatbots with the support of machine learning, artificial intelligence (AI) and natural language processing (NLP).

Chatbots with a more conversational AI will,

  • Develop better relationships with customers, providing customized and tailored customer experience.
  • Boost the brand's customer experience and enhance customer loyalty.
  • The understanding of the customer to receive positive feedback and build a satisfied customer base is affected.

4

Voice bots are becoming mainstream

voice chatbots
Voice chatbots are growing in popularity

A research study says that online customers are gradually using communications channels which consist of both voice chatbots and text-based interfaces as their preferred method of communication. Voice recognition software is continuing to improve reliability and it is being applied to by specialized services.

Both voice-based and text-based conversational user interface (CUI) becomes a preferred way to access digital services across industries. They provide clients and employees with the best solutions in different areas. It can help in different sectors, such as education, insurance, travel, and financial services. Voice bots are gaining more popularity by the day and are predicted to be the future chatbot trend, the reason why?

  • Texting can be time-consuming.
  • Text can sometimes be monotonous when voice bots require automated, intelligence-based interaction with customers.
  • Voice-enabled bot, you can provide your customers with reliable data insights. It also helps to provide the correct information in real-time.
  • Voice bots offer new customization opportunities that reduce the problems faced while addressing customer needs.

Voice bots are indeed a great way for businesses to use conversational automation and connect with a humanized level.

5

Messaging platforms as a growth driver for chatbots

More preferred is the concept of conversational trade as it encourages buyers to shop with chatbots online. Messaging platforms enable companies to revive their approach from branding improvements to deliver the best customer service.

Over time, more and more companies will embrace messaging systems to improve customer engagement and deepen customer loyalty as these platforms will have strong bot capabilities and an integrated approach over different business functions.

With business chatbot capabilities of conversational AI on messaging sites, companies can push-

  • Brand awareness: Market strategists recommend using bots as it increases brand exposure and retention of buyers. The quick response to customer queries is one of the most impressive facts behind the increasing chatbots.
  • Customer support: The majority of chatbots can engage customers in the odd hours by responding to their simple queries. As AI improves, bots can become more intelligent in tailoring their individual responses.
  • Engagement and marketing: Customers prefer businesses that have chatbot support. 47% of users are open to buying products via chatbot. The chatbot stats show that chatbot is the easiest way to interact with businesses that most consumers trust.
  • Sales & Lead Generation chatbot: Chatbots can be the best channel for automating your sales and leading the production process by nominating your prospects to lead in your website and social channels

6

More use-cases for customer demands

Chatbot AI are no longer restricted to companies and various business verticals, but they also have significant cases of use for consumers.

Ubisend report says that 1 in 5 customers will consider buying a chatbot from goods and services. Whether it is food, electronics or clothing, online orders are treated promptly by chatbots.

With the growing opportunities in the world, businesses and organizations are going to experiment with chatbot technology to create their own innovative chatbot use-cases and make space for automation in their business applications.

7

Chatbots will automate payments

Chatbots radically change the way e-commerce businesses serve customers, handle lead generation projects, and automate transactions, delivering better conversational experience. Chatbots Magazine found out that 67% of U.S. millennials said they are likely to buy brand products and services using a chatbot.

What is the future of chatbots you wonder? It is such that companies will automate simple payments and allow users to pay directly through live chat or Facebook Messenger apps. The instant process makes the customer satisfied and increases the happiness of the company.

Here are some of the main benefits of accepting payments from Facebook Messenger:

  • A good way to sell conversationally–helps the clients to ask questions and recommend the best option according to their needs.
  • Trust is a powerful word– so many people rely on Facebook Messenger to prevent credit or debit card security issues.
  • Customers can buy directly from Messenger–to make the final transaction, the customers don't have to leave their phone.
  • Cost-effective – Compared to traditional channels such as live chat and call centers, it is cost-effective.
  • Effective scalability – it is simple to scale – this ensures you can sell products directly through your 247 bots automated Messenger series.

8

Chatbots for HR and internal enterprise use

Chatbots for HR and internal enterprise
HR chatbots

In addition to managing customer requests effortlessly, chatbots have tremendous business value by streamlining internal business processes from small business to big organizations.

There are many use cases for AI chatbots with each model implementation following a common goal–to enhance the user's experience and performance.

Here's how company-wide chatbot patterns can be used:

  • Human Resource: HR Chatbots can be used to manage your employees ' momentum, address essential HR-related questions, and complete transactional HR services.
  • Internal help desk: Chatbot can handle common queries and work on complex queries by IT help desk workers. The bot is acquiring the responses to repetitive queries and increasing responsiveness.
  • Onboarding employees: Onboarding is a tedious and time-consuming task. By answering screening questions and documenting the responses, chatbots will begin the interview process. It also goes by company policies to guide new hires.

9

More chatbot apps

The global chatbot market is expected to hit $1.23 billion by 2025, an annual growth rate of 24.3 million, according to a study by Grand View Research.

AI chatbots online are just one of those trending technologies that have recognized and eased the common problems that businesses have encountered these days, and to scale and support business teams in their customer relationships.

In the future, more and more brands will be building applications. Bots are able to gather information and assess appropriate actions to take. The communication level has risen with the easy integration of bots within mobile apps. For example, an app like Instagram uses AI to provide its users with meaningful content.

10

Better sentiment analysis to understand chatbot behaviour

Chatbots are intended to imitating human-based support and providing the right answers based on queries. However, bots can't really get the exact picture into the user behaviour and their journey without a deeper integration with your user data.

Analysis of sentiment is important to train more human-like chatbots.

When chatbots become more communicative and users who don't always know they're talking with a bot continue to extend and express their feelings in their replies. Just like a well-trained team of customer care to conduct an evaluation of feelings. For all the customer insights, chatbots can collect, normalize and aggregate customer feedback data for further analysis.

Support leaders who have already availed of the benefits of chatbots (68%) said they will plan to invest in more of them in 2021 (and those companies are four-times more likely to invest more in chatbots).
- TechRepublic Report on Customer Support in 2021.

Characteristics of the global chatbot market

With AI and machine learning technologies, chatbots are learning to respond differently to distinct keywords, and formulate their own responses to suit different situations. These features are leveraging:

  • Real-time communications
  • Customer enquiries
  • Optimization of overall customer satisfaction
  • The global chatbot market revenue over $250 million in the past couple years.

Some companies have assigned chatbots with their individual jobs, starting from being an admin to an editor, marketer, operator, and viewer. They specify suitable permissions for each role.

Industry-specific global chatbot market

The chatbot market is going to penetrate a number of industries. Let’s take a quick look at a few leading examples from the Indian as well as the international market.

1

Technology

IBM Watson, Nuance Communications Inc., Artificial Solutions, Creative Virtual Pvt. Ltd., are among the major industry players operating in the global chatbot market. The data forecast is supported by key market dynamics, which is helpful in evaluating opportunities available.

2

BFSI (Banking, Financial Services & Insurance)

HDFC Bank launched its own chatbot for Messenger to integrate conversational banking, allow customers to transact for bill payments, recharge, travel booking, and more.

ICICI Bank has launched its own bot, named iPal, which is said to be handling over 6 million queries with a sterling accuracy of nearly 90%. It resolves most of the customer queries and makes micro-transactions such bill payments, transfers, and other such activities simpler.

Now if we talk about insurance, PNB MetLife launched its insurance chatbot named Dr. Jeevan. The bot helps the users with information regarding their health quotient, and also provides educational videos that are informative and interactive. They have built it on FB Messenger.

3

Healthcare

The healthcare industry is investing on creating a chatbot technology that can detect an illness by looking at the existing symptoms of a patient. The result will be on the basis of a large pool of data and therefore, it will be authentic and reliable. This will save the patient the hassle of visiting a clinic or a hospital, it will save them money that usually goes away as a consultation fee and it will be cost-effective for the healthcare sector as well, since they wouldn’t have to appoint a support staff.

Endurance is a Russian-based company that is taking patient care to the next level. It is using NLP to enhance its innovation by building a companion chatbot for patients suffering from Alzheimer's. The Healthcare bot will identify any deviation in the conversation and immediately inform the doctor or the concerned family member about it.

4

Travel

Goibibo has recently built a WhatsApp bot that allows passengers to confirm their flight details, pre-book seats and suggest changes, if necessary. The bot conversation is interactive, easy to understand, and triggers an error message every time there is an incorrect entry.

Another travel competitor, ixigo, is hitting the platforms with Facebook Messenger Chatbot and WhatsApp Chatbot with their company chatbot ixibaba. The CEO of the company suggests that chatbot automation is critical in reaching out to a billion users with chat-based information. The company aims at bringing about a travel chatbot evolution by offering a human-like persona that is quick at providing travel planning and booking solutions. It even entertains odd queries with quirky yet sophisticated responses.

Yatra has launched its own FB Messenger bot to help customers search for and book flights. Moreover, Meru is among the world’s first cab service providers to allow customers to book a cab through a chatbot. This is also available on FB Messenger.

5

eCommerce

Lego’s chatbot is solving the longest prevalent customer problem, which is to choose the right gift. Ralph, the gift bot, provides suggestions and personalized gift recommendations directly to the users via Messenger.

Lego gift chatbot
Lego gift bot

It will ask the user a few simple questions, like their location, age of the person they are buying the gift for, and the budget. Once the user shares the details, they will see product themes and options to choose from. The link is automatically added to the cart once they select the product such that they can directly buy it from the LEGO website.

LEGO chatbot features
Lego chatbot

The LEGO chatbot is available in the UK, US, France, Poland, and Germany and has seen a 6X return on their ad spend. The bot also helped the company reduce its cost per conversion by a whopping 31% as compared to other conversion-based ads.

Another e-commerce industry is Titan. They launched a chatbot on their online store to improve user engagement & attract millennial shoppers looking for convenient ways of online shopping.

Shopsense is another retail technology startup that has launched Fify. It enables customers to discover products & make transactions with an easy-to-use chat tech interface.

The adoption of chatbots by other sectors, like the news & media industry, food & beverages companies, hospitality, etc., is increasing considerably. The demand in the news & media sector is majorly driven by the live news feed connecting the masses to engaging content. While the biggest advantage is engagement and convenience, it does not make the user search for news and shows topics that interest them. Further, the marketing industry is benefitting from chatbot technology because it is helping them derive unconventional marketing opportunities and advances.

P.S here's a blog on why chatbots are a fantastic marketing tool!

Global chatbot market revenue

Here’s a quick look at the monetary benefits when you build a chatbot. The information in the image below covers the major areas worldwide.

global chatbot market dynamics
Chatbot market revenue

Large enterprises are making the best use of current chatbot features

The global chatbot market has been segmented into small enterprises, medium-sized enterprises, and large enterprises. An estimated 50% of small and medium business units engaged in e-commerce have indicated conformance to the revolutionary changes witnessed in customer services and digital marketing. In the meantime, the large enterprises are expected to remain the key demand driver for chatbots generating $626.3 million for the global market by 2024!

They have an undefeated advantage over the rest of the segments because of digital marketing applications. The segment of large enterprises presents massive demand for chatbots owing to the involved activities that facilitate business process automation. In fact, their marketing strategies and social media involvements keep them in the lead dominating position.

From a geographical standpoint, North America will contribute a massive share in global chatbot revenue. It is known to account for a massive $52.7 million as of 2015. The continent witnesses a healthy growth for chatbot market, mainly due to-

  • Awareness
  • Potential
  • Technological advancements
  • Available funds

This is the key force driving it to further improvements. Along with in the US, the chatbot market in maturing in Europe as well in its emerging economies.

Chatbot market dynamics

The open-source ecosystem is driving innovation and adoption in the chatbot market. With numerous advancements and tools, creating a chatbot is now an easy process. This trend is going to give a huge boost to the market.

Further, there are business needs that leaders have to optimize and strengthen-

  • Customer management costs
  • Progressive growth in NLP

AI-powered chatbots are outperforming the rule-based ones, especially in offering a personal touch and bringing in high-user engagement.

The global chatbot market depicts the presence of a highly competitive vendor landscape, says Transparency Market Research on the basis of their newly published report.

Owing to the presence of technology-driven companies such as Google, Facebook, and Microsoft, a high spirit of a healthy growing competition exists in the market. In fact, they together have been recently holding more than 90% of the share in the global chatbot market. However, this is not stopping several other companies such as Pandorabots, Inc., and Slack Technologies, from creating smart innovations and tightening the competitiveness in providing the best services. Plans of mergers and acquisitions are under discussion in the form of key strategies to expand their presence in the global chatbot market.

Wrapping up

Keep up in the market by staying up-par with the chatbot trends. Grow your business in 2020 by following these future smart AI tech-chatbot trends when building your first chatbot with Engati.

Thanks for reading!

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