Technological advances such as the Internet and mobile connectivity have drastically reduced the cost that is associated with information retrieval – allowing customers to wander through various company websites, look at different vendors, and compare a wide range of products with each other with the click of a button.
This reduction in switching costs has pushed businesses to implement marketing strategies which are heavily focused on capturing and keeping customer attention as much as possible. One of the key aspects of such a strategy is the deployment of an intelligent conversational chatbot which is able to provide website/application visitors with fine-grained information, custom-tailored nudges, and top-quality after-purchase service.
Such human-chatbot interaction is rapidly growing and is becoming one of the most important types of interaction between customers and businesses. Even more, global research and advisory firm Gartner estimates that more than 85% of customer interactions will be handled by artificial conversational chatbots by the end of 2021 – stressing the demand for sophisticated conversational chatbots.
But where are we now? Are chatbots nowadays capable of providing the much-needed conversational depth that customers are looking for – or are we forever stuck with being redirected to customer support for our truly complicated questions?