Trend
Chatbots are rapidly transforming into digital agents that have the capacity to do more
Perhaps no tool represents the massive shift in how companies deliver compelling customer experiences as the humble chatbot. Ever since the dawn of the chatbot, customers have harbored rather dim views of what they can offer. However, what was once seen as not ready for prime-time has quietly been undergoing a supercharged transformation, with the most advanced models offering far more than a few self-service links and stilted, unnatural language.
Now, these super chatbots have begun to feel increasingly like digital agents—able to convey brand traits in a personable way while resolving a wider range of issues that would otherwise be fielded by a human being. They’ve become much more adept at analyzing customer intent and sentiment and reacting accordingly, which is nothing short of revolutionary.
The ability of new chatbots to adopt a tone that falls in line with their company’s brand is something CX leaders place great importance on; 72 percent believe that the bots they employ should be an extension of the brand’s identity, reflecting its values and voice.
Trend 2
Chatbots are rapidly transforming into digital agents that have the capacity to do more
Perhaps no tool represents the massive shift in how companies deliver compelling customer experiences as the humble chatbot. Ever since the dawn of the chatbot, customers have harbored rather dim views of what they can offer. However, what was once seen as not ready for prime-time has quietly been undergoing a supercharged transformation, with the most advanced models offering far more than a few self-service links and stilted, unnatural language.
Now, these super chatbots have begun to feel increasingly like digital agents—able to convey brand traits in a personable way while resolving a wider range of issues that would otherwise be fielded by a human being. They’ve become much more adept at analyzing customer intent and sentiment and reacting accordingly, which is nothing short of revolutionary.
The ability of new chatbots to adopt a tone that falls in line with their company’s brand is something CX leaders place great importance on; 72 percent believe that the bots they employ should be an extension of the brand’s identity, reflecting its values and voice.
But the transformation of chatbots into digital agents goes far beyond simply doing a better job hewing to a company’s brand voice. Chatbots are doing a better job at surfacing information quickly, and they’re also improving their ability to tailor responses to better fit where customers are in their journey. That means stronger relationships with customers, something 67 percent of CX leaders see happening.
And that’s just what consumers want. While customers think that chatbots still have room for improvement, they’re eager to see them evolve. Meanwhile, consumers see the current best-in-class chatbots as helpful companions, ones that present interesting products and actionable information.
Yet there’s a gap to be acknowledged here—many CX leaders know all too well that their current chatbots fall short of both their potential and customer expectations. Just 22 percent of leaders say their chatbots are akin to digital agents, but a significantly larger number—58 percent—expect that to change in 2024.
So how do those leaders plan to speed up that transformation? They told Zendesk that increased investments in AI (and other related technologies) will accelerate the process, and 64 percent plan to do so within the next year.
70% of CX leaders believe that bots are becoming skilled architects of highly personalized customer journeys
Current and expected rating of bot performance in typical CX interactions by consumers
Within the next two years, consumers expect chatbot abilities to significantly improve. They anticipate bots will offer personalized suggestions, handle complex queries with ease, and engage in more human-like conversations at improved levels.
Answer basic questions
Help you discover products you like
Provide correct information
Provide personalized recommendations
Help you better understand product
Answer more nuanced and complex questions
Have a natural conversation
Be empathic in addressing your concerns
Current and expected rating of bot performance in typical CX interactions by consumers
Within the next two years, consumers expect chatbot abilities to significantly improve. They anticipate bots will offer personalized suggestions, handle complex queries with ease, and engage in more human-like conversations at improved levels.
“In the past, I was always quite nervous of bots because we want to deliver a personal service, but what I’ve seen in the past six months is that we can use AI to enhance the delivery of personal service.”
Ian Hunt, Director of Operations and Customer Services
The trend is clear: businesses that want to remain competitive must put resources into chatbot enhancement, and the success of those efforts will hinge on how much thought goes into the process. In the end, chatbots must seamlessly fuse brand identity while being able to analyze customer intent and sentiment.
As the era of intelligent CX matures, these supercharged chatbots will play a central role in elevating customer experiences.
“In the past, I was always quite nervous of bots because we want to deliver a personal service, but what I’ve seen in the past six months is that we can use AI to enhance the delivery of personal service.”
Ian Hunt, Director of Operations and Customer Services
The trend is clear: businesses that want to remain competitive must put resources into chatbot enhancement, and the success of those efforts will hinge on how much thought goes into the process. In the end, chatbots must seamlessly fuse brand identity while being able to analyze customer intent and sentiment.
As the era of intelligent CX matures, these supercharged chatbots will play a central role in elevating customer experiences.