Trend 03
The new chatbots
The new chatbots
A new generation arrives that actually works
This time, yes
The promising chatbots of 2016, which deflated at the beginning of 2017, are now back, renewed and strong. As if they had learnt their lesson, ready to deliver on their original promise: automatic, friendly and attractive customer service for consumers. They now come with more human language, predictive answers and actions created by artificial intelligence and, in short, better performance and a personalised service that really works. And, for brands, the possibility of automating customer service and being available 24/7 without harming the user experience. A dream every company would love to enjoy. Now, closer.
Cases
01 / 05Zorraquino spotlights
- 01
Although the first experience with chatbots was not entirely satisfying (perhaps because of the high expectations created), this new round is full of promise, which could come true because it rests on a small initial failure.
- 02
In this new paradigm, introducing chatbots is presented as something simple that does not require special technical knowledge but brings important benefits for brands.
- 03
Soon it will be possible to use them, for example, to search, pay, receive after-sales service, make enquiries, etc.
More on the trend
References
Pages 30–48 of the report
