6 Chatbot Trends To Look Out For In 2022
The power of implementing a chatbot on your company website and other channels like social media is obvious – a chatbot increases user engagement, enables brands to be online 24×7, enables concurrent conversations, etc. Yet, some brands choose to cater to customers only through human agents because of the assumption that customers do not prefer to converse with bots.
However, a survey conducted by ImpactPlus in 2020 stated that 34% of retail customers are comfortable speaking to customer service through a chatbot instead of a human support agent.
This percentage is only going to increase as chatbots become more human-like in their interactions and the difference between a human agent and a chatbot begins to fade. Advances in AI, specifically NLP, are going to play a big role in making chatbots a powerful tool for delivering enhanced customer experiences as we move into 2022.
The Future Of Chatbots – Trends We Will See In 2022
1. Chatbots will mimic humans to the dot
Natural Language Processing, or NLP, is going to play an important role in making chatbots more human-like and this will drive adoption across industries.
While chatbots introduce several benefits, like 24×7 support, parallel conversations, etc., one disadvantage has always been the robotic nature of conversations. Unless a customer’s query or issue is resolved in a few steps, they always demand a human rep to cater to their needs.
This is understandable, but what if a chatbot could initiate a conversation and service the customer without them being able to tell it is a bot?
Natural Language Processing, or NLP, gives chatbots this capability – to have human-like conversations. Features of NLP like sentiment analysis and aspect mining allow chatbots to interpret human emotions and respond as sentient beings. Through the power of AI, chatbots are going to mimic humans and deliver human-like interactions.
2. Voice bots will be more popular
Since its inception, voice-based searches have become more prominent. As voice assistants like Siri, Google Assistant, and Alexa become more commonly used, consumers’ reliance on voice-based interactions will increase.
And this is the direction chatbots will have to move in. Businesses should deliver both messenger bots and voice-enabled chatbots so users can interact in the method they prefer.
Market-ready voice bots are not a distant dream but a present-day reality. Amazon Lex, for example, already delivers voice assistants as a feature.
NLP is the cornerstone technology that makes this possible.
3. Chatbots will become a source for data acquisition
Data is the backbone of every company. Every aspect of business – sales, marketing, product development, service, support, etc., delivers better results when actions and decisions are based on data.
And that is why every avenue of data acquisition is precious, and since a majority of users will perform a majority of their interactions via a chatbot in 2022, it becomes a prime source for data.
Chatbots can extract and track vital user data, data directly provided by the user like name, email address, etc., and data indirectly acquired from cookies, like geography, pages visited, products interacted with, etc.
Chatbots can also utilize this data to tailor future interactions. For example, a chatbot can make product recommendations to a user based on their past interactions with the online store.
4. Chatbots will fulfill the entire shopping journey
Chatbots will go beyond just being conversational tools – they will be used to track and acquire data, they will be used as sales agents (product recommendations), and they will also allow customers to complete the entire purchase cycle right within the chatbot, including billing and payment.
The ability to collect payments will make chatbots a powerful tool for every business, especially e-commerce stores. Customers making product queries via the chatbot can be nurtured from intent to purchase right within the chatbot reducing steps in the purchase journey, a key factor for excellent CX.
5. Post-sales activities will be driven via chatbots
Post-sales activities like collecting feedback, cross-selling and up-selling, product recommendations, delivering tracking information, etc., were previously completed using email and cellular messages. Moving into 2022, chatbots will become the central point for all communication, and these post-sales activities will also be delivered via the chatbot.
This creates a unified system for user conversations. For example, as soon as a user completes a purchase, the chatbot will pop-up asking for their feedback. This method will work better than any other because the chances of a user performing another interaction after purchase are highest immediately after the purchase.
The same goes for cross-selling or up-selling products. Offering a user a discounted price for another product through the chatbot right after purchase will garner higher rates of conversion than any other method.
6. Social media conversations will happen over chatbots
Social media is a vital component of a brand’s omnichannel presence. A 2021 report by DreamGrow stated that 67% of online shoppers bought a product after seeing it advertised on social media.
If consumers are active on social media, brands have to be active too, and that’s where chatbots come in.
Chatbots have been a part of platforms like Facebook for quite some time now, but they will play a more pivotal role in 2022. Chatbots will be smarter thanks to AI and they will deliver the same human-like interactions on social media as on the website thus increasing engagement and enhancing customer experience. Customers will be able to interact and complete their purchase journey right on social media via chatbots.
Chatbots were once seen as a website’s receptionist – a way to keep users engaged until a human could cater to them, and that’s all. A lot has changed since the inception of AI in chatbots, and a lot more will change as 2022 progresses.
The exponential increase in online purchase activity since the pandemic and the ability for a chatbot to deliver human-like conversations will accelerate the adoption of chatbots across industries and brands in 2022. If you’re looking to implement a chatbot and increase conversion rates, reduce operational costs and automate a majority of user conversations, talk to us for a demo of our product.
AskSid is a global conversational solutions company that partners with retail brands to elevate shopping experiences by leveraging the power of Artificial Intelligence. Our capabilities extend beyond support automation, extending to insight extraction, analysis, and business opportunity generation, all by leveraging the power of conversational data. We combine domain expertise and cutting-edge technology to build a Retail AI Brain for our clients, that mines insights from conversational data and becomes the basis of the business opportunity creation we offer. The power of actionable customer data has allowed us to create value and bring change to global brands including AkzoNobel, Danone, Wolford, Akris, and Himalaya. AskSid has live implementations in 23+ countries and supports 100+ international languages, managing millions of satisfied customers the world over.