The chatbot industry continues to grow at pace. More vendors are launching platforms to provide a chat service to the huge number of businesses, enterprise and SMB, who want more active and helpful bots on their websites or social media presence. Bots are being used to handle customer interactions, provide help and advice, and perform increasingly involved tasks. Here’s the highlights from the latest news and events.
According to a recent LiveWorld Survey, Only 43% of business are currently using messaging apps to help with their marketing efforts. Under 50% believe that messaging, chatbots and similar methods can help them achieve suitable two-way chat. However, 79% of around 2/5ths of surveyed Fortune 500 brand marketers reckon that they will expect to use two-way chat in the future.
When it comes to messaging apps, customer service leads the way as the primary reason for deployment with 55%, followed by marketing at 43% and customer experience at 27%. Sales at 14% brings up the rear, but we’d hope to see that rising in the 2017/2018 survey as confidence grows in the technology.
This highlights the uncertain nature of the market, driven by a lot of hype and little in the way of statistical results. Yet, the positive feedback from so many businesses will help drive business engagement, and there is little evidence to suggest consumer or customer pushback against chatbots. See the full survey here (PDF).
To show how serious big business is about chatbots, Salesforce is rolling out a major update to Einstein, it’s AI tool. Einstein Bots is a whole new feature offering simple creation tools for chatbots to enterprise customers. The company claims that Salesforce clients can build, train and deploy chatbots with just a few clicks.
You can watch the recent Dreamforce event rolling out the new Einstein features here. With feedback from both customer support and customers, the company’s bots will continuously learn, improving themselves to deliver more accurate and relevant information. For company’s heavily into the Salesforce ecosystem, bots can easily be made to link to all those information assets to provide information, and Einstein’s AI will help these services become smarter over time.