We’ve entered a phase of the digital Era in which “artificial intelligence” and “virtual assistants” are on the agenda and the stories from the 80’s and 90’s we saw projected on the big screens are transitioning from science fiction to reality. In our modern world, where robots are becoming more human, there’s something we must ask: are you ready to communicate with a robot or a chatbot?
“A chatbot? What is that?” — you may ask.
Even if you don’t know, it’s highly likely that you’ve already communicated with one or, surprisingly, the device you’re using to read this article may have one of these systems.
Yes. And, if this wasn’t amazing enough, these digital robots are available in two flavors:
Virtual assistants. Siri, Alexa, Google Assistant and Microsoft Cortana are some of the examples available on the market. These kinds of chatbots, usually available on smartphones, are equipped with artificial intelligence and machine learning, two features that enable them to learn and understand what they’re asked.
Or in messaging apps, which companies are increasingly adopting to solve basic questions and to have a customer service available 24/7. These assistants are available on platforms like Facebook Messenger, WeChat, LinkedIn and, more frequently, on institutional websites.
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It is, then, highly likely that you’ve already talked to a chatbot without realizing it. According to a study by Drift, in 2017, 15% of the respondents had communicated with a messaging chatbot. But are people ready to communicate with chatbots if they know they’re talking to a robot?
63% of people say “yes” to chatbots
Studies show us that yes — we are ready. The Humanity in the Machine report, for example, indicates that 63% of people are predisposed to communicate with a brand or a business via chatbot. Another study points out that 29% of consumers would prefer to contact businesses via chatbot, more than those who would rather do it by email (27%).
Among millennials, a generation whose behavior partly differs from its predecessors for preferring to communicate with messages, 48% say they’re ready to receive recommendations of advice from chatbots, as reported by research from DigitasLBI.
All these studies point to a positive scenario shouldcompanies use these modern tools in their operations. However…
Consumers are not willing to deal with bad chatbots
Although they are ready to connect with robots, consumers are not ready to carry out a conversation with bad chatbots. The same study from DigitasLBI indicates that 73% of Americans wouldn’t contact a company via chatbot again if they had a bad experience initially. Humanity in the Machine points in the same direction with the conclusion that 61% of people find robots that can’t answer something more frustrating than if it’s a person.
So, are we ready to communicate with chatbots? Yes, but if companies want to create value with these systems, they need an efficient assistant that’s capable of answering the simple questions that customers ask.
Are you ready to adopt chatbots? Contact us via firstname.lastname@example.org and let us introduce you to this brand new world.
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