Seems everybody loves a chatterbot these days

Research from Khoros| Digital care, communities, & social media software, the market size of chatbots will grow from 2.6 billion to 9.4 billion by 2024. The Value of Chatbots for Today’s Consumers(forbes.com) states 60% of millennials say they’ve used chatbots, while 70% note they’ve had a positive experience.

There’s no denying that the use of AI conversation is growing at a staggering rate – but why?

In an age of instant communication, where answers to the world’s questions are available at the click of a few buttons, speed and efficiency are key. When you factor in a global pandemic that requires most of the world’s population to remain indoors, the internet becomes a necessity. As a result, companies around the world have had an increase in customer communication online. This is where chatbots enter.

A chatbot is an AI program that interacts through instant messaging, artificially replicating the patterns of human interaction, providing companies with many advantages:

1. Chatbots increase capacity:Companies have websites available 24/7, but they don’t always have staff available to deal with queries from customers. By using chatbots, companies can instantly respond to queries outside business hours and in high demand. Thus increasing their customer service capacity.

2. Chatbots also create more personalised online experiences: Predetermined answers are set beforehand, allowing companies to implement their voice and language tone. This is where we specialise.

Just this week, we helped Silverstone tackle a huge demand of COVID-related questions about the 2021 British Grand Prix. We’ve created a simple chatbot that helps get fast answers about entry requirements, e-tickets, getting into the event and parking. The chatbot also answers follow-up questions that customers typically have.

This bot brings together our 20+ years of experience in customer service, behavioural science and conversation design. We applied our knowledge of tone of voice and language to create an extra personalised experience.

We’d love to hear more about your experiences in using AI and chatbots to improve customer service. Shoot us a message and we can get a conversation going! hello@mazaru.com.