According to major analysts, chatbots are set to become a widespread technology across industries, geography and business functions - not only for customer service, but also for a whole new range of applications. Trends are showing that the chatbot adoption (and Artificial Intelligence capabilities in general) is steadily growing, with a great number of new business cases deployed every year in B2C, B2B and even B2E scenarios.
Gartner includes chatbots, Artificial Intelligence (AI) and Virtual Customer Assistants (VCA) amongst the top five Customer Experience trends to watch for CIOs - stating that 70% of customer interactions will involve such emerging technologies by 2022. McKinsey as well, in its 2019 Global AI Survey, reports a steady growth in the adoption of AI (nearly 25% year-over-year increase), with most companies declaring measurable benefits from technologies such as machine learning and conversational interfaces.
While it's clear that chatbots can add concrete value to your business, their adoption is not always simple and may present complex challenges to deal with. In this eBook, along with an overview of the chatbot adoption trends and common use cases, we also provide key recommendations and best practices to help you succeed in the adoption of the chatbot technology.