The use of and demand for chatbots has been growing in recent years, and rightly so, but what are the chatbot trends of 2022? Automation and digitization offer many opportunities. By innovating, sales can be increased without increasing costs with them. This increases your company’s margins and profitability. We discuss chatbot trends in 2022 in this article.
Chatbots are getting better at recognizing emotions. Every day we are getting closer to a more human chatbot. Although replacing humans is still a long road ahead of us, a chatbot can increasingly spare and enhance human customer service. In 2022/2023, Emotional Intelligence is going to make great strides. By scanning conversations and analyzing the way they respond, a chatbot recognizes emotions. If many points are used, then someone is not sure about something. For example, consider the sentence, ‘I don’t know if I’m going tonight..’. It is a simple example of a variable that a bot can include in determining mood or intonation. By recognizing more and more complex variables, a chatbot gets better and better at recognizing emotions.
Training chatbots, it makes certain people still wake up soaking in sweat. When you do this manually, it means saying what the bot should do with each post or action of a visitor. Is the bot doing it wrong? Then you tell that and say what does need to be done. Fortunately, that is a thing of the past thanks to AI.
Using AI, chatbots can train themselves without human input. You feed an AI chatbot in advance with a lot of data, such as browsing behavior or previously held conversations of human colleagues. The chatbot analyzes all this data and learns from it. Next time, the bot recognizes a situation that occurred earlier in a sample conversation with a human colleague and plagiarizes that approach. The chatbot does the same with its own conversations. In this way, the chatbot continuously learns, without you having to do anything. Over time, the chatbot can conduct more and more conversations completely on its own!
Social media has long since ceased to be exclusively for keeping friends and family informed about your weekend. Promoting your business, selling products or services and speaking to customers is also done on these platforms. Chatbots via social media and WhatsApp is nothing new. Increasingly, conversations via platforms such as Facebook, LinkedIn and WhatsApp are being conducted by chatbots. That makes pretty good sense.
Your organization can be found on these platforms, so there should also be an opportunity for potential customers to contact you. With the growing number of platforms, employing human customer services is out of the question. It is a logistical nightmare and the costs run high. With chatbots, you can have endless conversations simultaneously. This will make your online customer service scalable and affordable. That way you can be reached anywhere and keep costs under control.
By 2022, the chatbot is going to play an even bigger role in the customer journey. To date, you encounter the bot mostly in awareness and in the aftersales-domain. That’s going to change. In fact, chatbots are going to play a role in the sales process. That development should not be missing from an article on chatbot trends in 2022.
Your conversion to sales is higher when you are engaged with the customer because you are actively participating in the customer’s buying process. A chatbot can fulfill this role by keeping the customer engaged and activated. Compared to a chatbot, employing staff on these calls is much more expensive. There are many visitors, from which the ones with the most potential must first be filtered. Next is a conversation with the goal of selling. By involving chatbots in this process as well as having them make the payment, your sales increase and costs remain contained.
