WHY IS US LAGGING BEHIND IN ADOPTING CHATBOTS ALTHOUGH IT IS FUELLING BUSINESS?
AI chatbots have established a significant influence on improving customer experience for several enterprises. As artificial intelligence advances, the bot development is skewed towards emotional identification for online ads and better serviceability. In several countries they are fuelling business forward. USA has been one of the leading countries that embraces innovative technologies as they roll out. But it is slightly lagging in the case of actual adoption of chatbots for on-demand economy.
Entwined with consumer demands, the latest models rely on ethical decisions and risks for companies that employ them. Can AI specialists push business onwards? The blog post focuses on these few aspects that matter to enterprises in the North American sector.
Analyzing the impact of AI
In 2019, UK France and Australia piped USA to emerge as highest number of bot users globally. Even Germany has adapted to these interactions compared to USA despite challenges. People in these countries enjoy dealing with bots for questions and complaints thus keeping e-commerce companies in good business. Are US consumers less confident about interacting with AI devices and communication channels compared to other countries? In fact, in other geographies the chatbots are confidently answering queries related to:
- Account balance
- Update on addresses
- Customer requests & complaints
In US likewise, they can improve business across various sectors. In areas like healthcare, medical bots, and apps will be able to address several problems. The practice of speaking to non-human devices are easy for such tasks. However, for complex jobs the success is limited. The algorithms have to alter to develop other skills to handle queries, for example, ‘can you correct a mistake in the invoice?’ AI chatbots are unequipped or modelled to deal with it. As most American enterprises prefer to exploit AI technology with machine learning tools, there is lack of adoption in business operations. Hence, the impact is tepid until complexities can be addressed.
Another twist in this narrative from the user perspective and not the companies offer the service.
How are US consumers relating to AI chatbots?
When is it likely that they prefer to deal with a human service agent rather than the bot?
The research reveals
The survey was conducted across medical and retailing sectors where consumers need prompt attention. Automated customer journeys have become popular because it is not possible for every business enterprise to remain connected with the consumers 24 x7. The idea of developing technology enabled bots was to connect to customers at any time and anywhere.
The following advantages were revealed:
- Bots do not require supervision
- They can capture consumer data
- Maintain the records
- Provide recommendations
- Deal with customer support
- Reduce time on communication channels by employees
- Inexpensive customer solutions across industries
- Conversion by prospects
And how have customers gained?
Most customers prefer to ‘speak’ or ‘discuss’ issues with a combination of bots and humans. While the customer can type a query to a bot, for further information he may still require dealing with a human interface. Companies who use this combination provide better experience to the consumers. In US, government agencies, airlines, hotels and banking sector use the combination strategy successfully. Consumers want to be satisfied but with minimum interaction. They prefer talking to a vet, doctor, or a retailer in person. But when it comes to airlines, hotel bookings or hailing taxis the bot scores high. Automation is workable in some parts of the customer journey. For an emotional response a human being is preferred.
On-demand economy challenges
While change is inevitable, the AI chatbots are here to stay. They will be valued for integral support to customer care in several industries. The new generation of AI triggered agents is as good as the human agent to handle more complex engagements. Conversational bots are already fuelling part of the economy. Nonetheless, other on-demand services continue challenging the way, AI is being used. For example, the bot still cannot replace the plumber who corrects a dripping faucet or asking a doctor for consultation. Maybe in the future it may happen but as of now messenger bots are performing a pretty good job. It all depends on the behavior of the customer who stimulates the on-demand economy. One thing remains constant – i.e they want instant replies. And AI can be a crucial tool to provide answers as it is the hub of bot services.
The above news is an eye opener about how AI chatbots address various aspects of business. Hope the above information instills confidence in the owners and consumers alike, to support the technology forward.