According to Global Chatbot adoption statistics, over 800 million people in more than 190 countries will be using chatbots to accomplish various tasks by 2023. Several sectors have been at the forefront of utilising conversational AI technologies, including e-commerce, retail, healthcare, BFSI, real estate, education, and travel.
Conversational AI has long passed the hype stage and evolved into a profitable technology for organisations — from voice assistants like Siri or Alexa to intelligent chatbots in customer care. The past ten years have seen tremendous progress in the conversational AI sector. This expansion was amplified by the pandemic, which has seen digital transformation take centre stage and become crucial for any company.
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According to Global Chatbot adoption statistics, over 800 million people in more than 190 countries will be using chatbots to accomplish various tasks by 2023. Several sectors have been at the forefront of utilising conversational AI technologies, including e-commerce, retail, healthcare, BFSI, real estate, education, and travel. Other organisations are utilising the capabilities of conversational AI through its expanding capabilities and specialised solutions. Let's examine the top AI chatbot trends for 2023 and how they will impact businesses.
Industry-specific AI chatbots are expected to become more prevalent in the near future. The chatbot market is growing tremendously, and there are many new players. While picking a provider, businesses now look at chatbot companies that offer solutions specific to their industries.
The healthcare sector is one industry where businesses might consider the specialised skills and knowledge of an AI chatbot provider. For example, during the pandemic, Haptik, an independent conversational AI platform, developed the MyGovCorona Helpdesk chatbot for the Indian government to help citizens clear their queries regarding COVID-19. The service was used by more than 60 million people.
Facilitating business processes
Customers are increasingly choosing conversational commerce as their preferred option since it enables them to shop whenever convenient. Chatbots can also assist companies to boost their brand reputation and provide better customer service, hence business owners see considerable value in utilising them.
Additionally, chatbots power several corporate processes, such as lead generation, sales, customer service, marketing engagement, and brand awareness. As chatbots get smarter using individualised experiences, they also become a great alternative for enterprises. For instance, a chatbot may include a potential customer's name or a follow-up email with advised content based on previous transactions.
Voice-enabled assistants are changing the way people communicate. Chatbots are now using these technologies, and they can potentially increase user experience and customer loyalty in the long run. According to Juniper Research, customers' global use of voice assistants will reach eight billion by 2023.
Since chatbots can grasp human language and speak like humans, voice interactions have significantly impacted how customers feel connected to businesses. Furthermore, with the rising trends of voice shopping and voice search gaining traction, voice-powered chatbots will undoubtedly be a must-have for businesses. For example, Yellow AI has announced the launch of Voice 2.0 with a mission to make voice technology more intuitive.
Conversational AI for the Metaverse
The Metaverse's success would be built on conversational AI. To give users an immersive experience, AI chatbots will be needed for each virtual space to assist and guide them at every level. Seventy-one percent of worldwide CEOs think the Metaverse will benefit their companies, and brands are already lining up to ride its wave. The interactions in any virtual space — be it a post office, bank, or fast food outlet — will be between a human-controlled avatar and a chatbot. Therefore, these avatars need to have an efficient means of communication in order to accomplish their task.
Retailers will provide easier customer service thanks to these developments, and they may even be able to offer devoted customers an even more immersive experience. In order to humanise each component and enable natural discussions in various contexts, Meta is investing extensively in developing strong conversational AI technologies.
Conversational AI chatbots for messaging platforms
Research says that 59 percent of consumers worldwide prefer to communicate directly with brands through messaging apps to place orders and finish transactions. Consumers may now find, explore, and buy things on Facebook Messenger, Instagram, and WhatsApp. Forty percent of people worldwide report that chat is how they first started purchasing online, to some extent. An AI chatbot enables businesses to take advantage of this enormous potential and engage with customers in a personalised way where they are most likely to be.
Haptik, in collaboration with JioMart, launched a chatbot to enable grocery shopping on Whatsapp to help customers buy their daily groceries from the app. The chatbot enabled customers to access the complete grocery catalogue, choose products and make payments on the chat itself. By 2027, it is expected that social platform sales will be a total of $605 billion.