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Business Process Services
March 8, 2021
It is strange that when we started SMS service in my home state couple of decades back with a telecom operator I worked with – we had to jog our grey cells to get all our collective thoughts on how we could make the customer use this service and how we can generate revenues from it! Remember, voice rates were astronomical then.
Moving with the present times when global businesses are getting fast-paced due to the Covid stimulant, we look back and realize that we have come a long way from that meeting when we stimulated our brain cells.
It is evident that the rise of chat was organic, and the next progressive wave would include automation of this interaction. We are in the right time and space to embark on this next step for textual communication. Statistics also agree with the prospects.
However, we have run into something critical for relevant stakeholders involved to recognize, address and overcome:
However, all the above are not obstacles in themselves to the rampaging mode of chatbots. End-customers are constantly improvising and improving their way of communicating when in chat mode. COVID has evangelized the requirements of communicating well, without being in physical contact or face-to-face speaking, conversations based on availability, security and multi-tasking, etc.
Gen Y/Gen Z emote extremely well on textual conversations. They can validate and express themselves persuasively in a non-voice environment. This is a target segment that will quickly be joining the working class in full force and a solution is crucial to address these shortcomings rapidly to service these new generations of netizens.
But there are a few exceptional situations where chatbots might be a doubtful option. These include:
These above-specified exceptions need to be handled carefully using the latest technology and intelligent automation. Platform or interaction developers will learn from experienced interactions to overcome the above considerations and move more vitally towards adaptability in 2021.
While conversational AI and chatbots keep enhancing their capabilities, thanks to the progressive technology wonders, AI systems that can leverage multimodal interfaces to get the best response from each for an effective resolution, emotion-sensing AI in chatbots and virtual assistants are eagerly awaited, as well. The next leap in chatbots would be to develop services that mimic and aid in live trials and help get accurate customer success measurements for better foresight and predictability to help businesses test the impact of situations and visualize what the future would be morphing into.
Soon, all of us – young, old and tech-savvy will be able to adapt to chatbots, accept them as a way of life, and visualize them as the means to get to the final solution that will revolutionize things for a safer and better tomorrow.
About the Author
Sai Subramaniam
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Every outcome starts with a conversation