Chatbots and Consumer Behavior

What are chatbots and how do they work? 

You’ve most likely found yourself on a website, maybe for a clothing brand, maybe for a gym, or maybe even for a dental office, and you’ve noticed a speech bubble icon on the bottom right corner of your screen. This speech bubble actually represents a chatbot, one of the most progressive and effective forms of interaction between human beings and technology. They’re the quickest, most accurate version of online customer service. Powered by Natural Language Processing (NLP), chatbots are a question answering system that use artificial intelligence to create a conversation with any user through messaging apps, websites, mobile apps, or the telephone. They are a great opportunity for companies to improve their engagement with customers and simultaneously reduce expenses of traditional customer service.

 

Technology changing the way in which consumers behave 

In the last few decades, technology-powered messaging systems or “tech-based chatting” have gained a significant amount of popularity, becoming the preferred medium of online communication among the latest generations. The main reason for this has been people’s increased desire for instant satisfaction and availability when it comes to a faster and smoother service, shifting the way they communicate and behave as consumers. In fact, according to various studies, 69 percent of customers are more confident about brands that are reachable via chat. Consumers nowadays are also very drawn to personalization, with 83 percent of them willing to share data with a brand if it provides a personalized experience. 

How can companies provide their consumers with the best online experience?

Due to the COVID-19 pandemic and therefore, the inability to provide on-site customer service, a variety of companies have opted for automated messaging systems on their websites. This shift was made in order to provide prompt responses and the best assistance possible, in addition to increasing personalization. Softwares such as aNinja make this process simple by supplying chatbots that give the consumers the personalized experience they crave while simultaneously saving companies time and offering a cost-efficient messaging system through which they can communicate with their customers. 

 

Will chatbots become the future of customer service, consumer behavior, and the overall brand experience? 

With consumer behavior drifting its course almost entirely to computer-only interactions in a vast variety of industries, chatbots are projected to thrive even more in the years to come, allowing artificial intelligence to take the lead and continue changing consumer trends, preferences, and the overall brand experience. 

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