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Influence of Chatbots on Business Communications

Updated on August 13, 2020

Numerous times you may have availed customer support live chat services where your queries are answered by a human-like interface. These are chatbots, which are largely text-based but come in voice and graphic format too.

A bot is a software that performs an automated task and chatbots live on chat platforms, It is very likely that any customer or service related query on your smartphone or laptop is being answered by a chatbot hosted on social media platforms like facebook messenger, Telegram or Stack.

Experts predict that by 2020, 85 percent of all customer interactions will be run by chatbots and not humans. According to a VentureBeat report, in 2016 alone more than 30,000 branded chatbots were launched, the number has likely reached a much higher figure by this time.

Chatbots find applications in almost all industries and are a great way for businesses to reach customers through the messaging apps or via customized chatbot configurations in an efficient and personalized way. They have become the first window of customer service and address all basic queries efficiently.

Chatbots represent a great opportunity for businesses to deliver services in a highly personalized manner where the message, customer needs, processes and support come as a singular streamlined experience. Instead of surfing the web or apps looking for various services, a chatbot can use your search criteria and throw up relevant things or services for you to purchase or follow such as recommend the best platform to buy Kratom and other supplements. Chris Messina of Uber calls it “conversational commerce”.

Chatbots are increasingly being used in the service industries like banking, where routine enquiries are routed to chatbots, resulting in greater efficiency and customer satisfaction, according to market figures. The latest use of chatbots has been found in the entertainment industry with chatbots being used in promotions of movies. Al chatbots have found takers in medicine, with doctors using it to deal with post traumatic disorder and mental health issues, in the fintech space, and in human resources for employee onboarding.

Chatbots are a step ahead of apps where they are more intelligent and use algorithms, deep learning and artificial intelligence to provide the best response by using language interface. Bots are the new apps, which are here to make our daily lives more ‘assisted’, easier and smoother.

Just as app developers found platforms to proliferate and sell ideas and services, similarly chatbot service providers are cropping up. One of them is Snatchbot. On the SnatchBot platform, worldwide companies such as Accenture, Allianz, Aman Bank, Uber, Veolia and Vodafone are benefiting from using chatbots to handle customer interactions. Due to the sophistication of SnatchBot, a large part of social media marketing can already be automated across multiple channels, where chatbots have overtaken human ability and efficiency in many areas.

Snatchbot is a free to use platform and there are many similar services on offer allowing people to build on the bots with intuitive and accessible tools. It is no longer an expensive proposition to create chatbots from scratch. This has led to chatbot creation moving out of the specialized format.


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