Major Chatbot Trends for 2021 - Appy Pie

Major Chatbot Trends for 2021

Originally Posted By Jamie Ayers  | July 19 , 2016  | 5-min read
Ruchi on January 8, 2021  

Chatbots play a critical role in helping businesses create a strong brand image and deliver the best customer service. Chatbots have become extremely popular in the past few years, thanks to machine learning and advanced technology. As time passes on, chatbots will become even better and continue to evolve in customer service for various businesses.

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In this article, we are going to discuss the latest UX chatbot trends we must keep our eye on. Before we go ahead with the same, let us go through some basic chatbots statistics to help you understand the current state of the chatbot market.

Importance ofUX for Chatbot Applications - Appy Pie

Major Chatbot Trends

Chatbots can help businesses in a variety of areas like marketing, promotions, processing payments, and much more. However, customer service is what they chatbots are most used for. As per the study performed by Grand View Research, 45% of the total end users prefer chatbots as their primary mode of communication with the businesses they want to get in contact with.

Here are a few major chatbot trends that can help you learn how chatbots will be most effective in the upcoming years.

  1. Chatbots Functioning More Like Human

    2. As per a recent study, the overall market size for chatbots will be more than $1.3 billion by 2024, which shows that chatbots will become one of the most effective growth drivers for business communications. Chatbots use predictive and sentiment analysis to understand the intent of queries. They understand what the customer says and answer accordingly. Still, many customers don’t want to interact with the chatbots because they sound robotic.

    Most of the businesses have programmed their chatbots for websites distinctively to humanize them but most of them still respond like machines. The AI chatbots will, for sure, help manage the situation better in the upcoming years.

    Here is a post you can refer to learn more about how you can humanize your online chatbots - 7 Effective Tips to Humanize your Chatbot.

  2. Powerful Rise in Messaging Platforms

    3. Messaging chatbots help businesses enhance their customer experience and improve branding. More and more businesses will adopt to the chatbot technology going forward to increase their customer loyalty and boost customer engagement. With the rise of AI, these messaging bots will have effective bot capabilities including an integrated approach of performing various core business functions. They will also help businesses manage marketing engagement, customer support processes, sales and lead generation, etc.

    Go through this post to learn how chatbots can help you generate more leads - How to Use Chatbots to Generate Leads?

  3. Automated Contact Centers

    4. Chatbots without live agents’ involvement can handle basic requests like scheduling an appointment, requesting a balance, changing a password, etc. Chatbots will take the businesses through transformational changes in the upcoming years. This will help them implement artificial intelligence across their core business processes. Automating your business processes with chatbots can help you handle your customer queries instantly and deliver an excellent customer service experience.

    Check out this post to understand how chatbots can help you serve your customers better - Reducing Customer Response Time (CRT) With a Chatbot.

  4. Deep Sentiment Analysis to Drive Chatbot Behavior

    5. Chatbots can more effectively communicate with humans however, delivering good user experience is yet to be taken care of. Sentiment Analysis helps businesses train their chatbots with more human-like abilities. These capabilities not only include providing the relevant response but also providing a delightful customer experience.

    Here are a few ways sentimental analysis can help chatbots provide an improved user experience.

    • Chatbot saves all the customer interactions and sentiment analysis helps them figure out your happy and annoyed customers.
    • Sentiment analysis helps chatbots modify customer responses and align them with their emotions.
    • Sentiment analysis helps chatbots recognize the angry customers so that they route them to the right team and offer effective and personalized support.

  5. Voice bots are Becoming Conventional

    6. Users have already started using voice bots for various purposes. As per a recent study, more than 50% of the total searches will be performed using voice bots. Many customers prefer messaging platforms that have both voice and text-based interfaces.

    Here are a few reasons why voice bots are more popular than text-based bots.

    • Voice bots keep the customers engaged using intelligence-based communication
    • Voice bots offer reliable data insights and correct real-time information to the customers.
    • Voice bots provide new chances for personalization to help businesses reduce problems when dealing with customer requirements

    Conversational bots can assist with the problems reported via both voice and text. However, this effective customer engagement automation trend will rise in 2021 and help serve customers in industries like travel, insurance, financial services, real estate, and much more.

    Read this post to learn how chatbots can help you grow your real-estate business - 13 Reasons Why You Need Chatbot for Your Real Estate Business.

  6. Chatbots Will Automate Payments

    7. Chatbots help businesses interact with their customers in an advanced way. They help businesses with automating payments and managing campaigns for lead generation. As per a recent study, 67% of the US millennials make purchases from the brands that use chatbots. In the future trends, chatbots will take over the whole payments process. They will enable businesses to automate simple payments and let their users directly pay over a live chat or a messenger app.

    Now when we are talking about automating payments. Let me introduce you to Appy Pie’s automation platform – Appy Pie Connect. It helps you connect your Appy Pie Apps and other eCommerce platforms with PayPal to help your users make payments easily. The process of chatbot integrations, however, is still under consideration. We are still working on it and will be soon ready to launch it.

  7. Social Media to Lead the Adoption of AI

    8. Social media is way much more than just making friends and interacting with people. You can also place online orders, post reviews, connect with businesses using social media platforms. Many businesses in different sectors have already started using chatbots to understand their customers’ requirements better. This helps them improve the ways they can help their customers.

    Implementing chatbots in your business helps you analyze various metrics such as –

    • Which social channel do they prefer?
    • What is their purpose in accessing social media channels?
    • How long do they stay online?

    With artificial intelligence, you can understand your user behavior and identify trending topics. This helps businesses streamline business processes and work efficiently.

Final Thoughts

Chatbots are being used by businesses for various purposes like customer service, marketing, customer engagement, and much more. Chatbot marketing is one of the best marketing strategies that you could implement to increase sales and improve customer service.

As time goes and automation roots get stronger, chatbots will overcome almost all the challenges being faced by the businesses. You must also consider creating a chatbot for your business. And, you can do that in just a few simple steps using Appy Pie’s Chatbot Builder. The no-code chatbot builder helps you create excellent chatbots for various purposes like booking appointments, making payments, offering loans, and much more.

You can also refer to the step-by-step guide to create an ultimate chatbot. Have a deep understanding of the nature of your business and the customer requirements and implement the bot that positively impacts your customer journey and experience.

Do leave us comments on how this article helped you! Good Luck!

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Abhinav Girdhar

Founder and CEO of Appy Pie

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