Major Chatbot Trends to Keep an Eye on in 2020

CIO Applications| Wednesday, August 12, 2020

The capability of chatbots is almost unlimited, and it is expected to see a significant growth in the development of more sophisticated applications

FREMONT, CA: Chatbots or voice assistants have evolved over the year, and now they play a crucial role in customer service. AI-powered services in customer services have become easier to deploy as customers have reached technological literacy, and brands are also experimenting with more technologies and services.

Here are five major chatbot trends that you should keep an eye on in 2020.

A Stronger Focus on Achieving Goals

The AI systems are developing at a fast pace and it is expected that more advance systems will emerge, which will be able to combine and exchange information to support humans in their tasks. Chatbots will be able to assist humans in solving customer’s problems with the help of knowledge graph, by providing accurate answers to complex questions.

Technology providers will work on improving the chatbots by reducing misinterpretation of requests, understanding the human dialogue, accents or cultural dialect and the intent of the customers.

Change in Work Processes

The chatbot will be able to help marketers draw the attention of their customers and bring actual value to every customer interaction. They will be able to handle a number of tasks and pre-selecting actions and only needing human aid in some instances.

AI is becoming More Intelligent

With a growing amount of data thanks to digitalization, AI will take advantage of the gathered information to find ways for new developments and data analysis. Complex systems can examine the data and instantly identify patterns and learn the rules and strategies to achieve different goals.

To make the collected data accurate for machines, knowledge graphs can enable AI-powered chatbots to have access to a tremendous amount of background knowledge. This will help the system to understand the data, tasks and user interaction better.