Veja abaixo artigo da publicação norte-americana especializada SmartInsights a partir de estudo da empresa Retale.
Chatbots will make customer service faster
Chatbots are no longer the robotic, clunky machines they once were. They are bots that are able to provide an instant connection with customers from all over the world – solving customer issues and even ordering pizza. This year we have seen many brands are testing chatbots with varying degrees of success.
According to Gartner, 20% of business content could be machine-generated by 2018. If machines can be taught to create stories that are genuine and relatable, the advertising and marketing potential is certainly worth investigating.
Chatbots give brands the chance to interact quickly with their audience in a way that feels personal. As bots become smarter and more human-like you can customize your brand voice and send personalized messages directly to users. Facebook reported that they now see 100,000 monthly active bots on Facebook Messenger, offering a whole new platform for marketers to connect with audiences.
The quickest adaptors to chatbots are currently millennials, with nearly 60% having already used chatbots and 71% saying they would like to try a chatbot experience from major brands.
Recommendation: If you aren’t already, 2018 might be the year to test chatbots for your business. While it’s easy to design chatbots with only Millennials in mind, don’t forget older users who are slower to adopt new technologies. Before you launch a chatbot, test it out on a range of potential users.