2020 will mark the death of the chatbot as we know it
The resurgence of voice
According to recent research, only 9 percent of customers felt that they would be best served by a chatbot for serious enquiries, whereas the figures for a voice call were in excess of 80 percent. But with 80 percent of contact centers wanting to adopt chatbot technology by 2020, what is does this industry know that we don’t?
Well, they are seeing the bright and not-so-distant future of this technology, and it doesn’t look like a thing like your average chatbot. The resurgence of voice-led interactions, driven by home assistants such as Alexa, and the fact that customers still overwhelmingly prefer to speak to another human for important queries, is ushering in a new Golden Age of Voice. This has led to a growing maturity in the consumer base that sees the chatbot becoming a valuable channel led by the latest, cutting-edge voice technology.
A branch of AI called Natural Language Processing (NLP) is one of the most recent developments that is pushing the chatbot to become more than it once was. With 2020 set to be the year that Natural Language Processing (NLP) goes mainstream in contact centers, the new CUI chatbot will benefit from the rich insights produced by this tool...
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