We’ve spent a lot of time recently discussing chatbots and how they likely will change how customers interact with businesses. Yet, we haven’t spent much time discussing the origin of chatbots, what exactly it is they can do for businesses, and how pervasive they might become. That changes today, with this new chatbots infographic:
The infographic provides you with a solid introduction to chatbots through useful and interesting statistics. First, you’ll be introduced to some recent milestones in the field of Artificial Intelligence, which have paved the way for mainstream acceptance of chatbots. Remember when Watson defeated Ken Jennings in Jeopardy, or when Deep Blue beat Gary Kasparov in a game of chess? Without previous advancements in AI, chatbots would not be nearly as powerful, or as helpful to us, as they are today.
Next, you’ll learn why mobile messaging platforms have become the ideal channel for chatbot innovation. Sixty-five percent of consumers prefer using a messaging app when contacting a business (who calls anyone anymore, anyway,) but businesses often are inundated with thousands, or even millions, of customer requests and complaints and are struggling to keep up. That’s where chatbots come in!
Finally, you’ll understand the differences between the types of chatbots that currently exist (yes, there is more than one type of chatbot!) and what each type can do for you, and for your customers. Some chatbots are fairly basic and engage only in a structured way based on menu choices (think of these as beefed-up phone trees or FAQs.) Others, however, can monitor intent, are contextually aware, use natural language processing and machine learning, and can even personalize responses to your questions. This second type of chatbot is the type that you’ll be able to create using Oracle’s mobile chatbot platform, and it’s also the type that will revolutionize customer engagement in the enterprise!
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