Conversational bots have become tools with projection in fields such as customer service or personal assistance to users.
The number of companies involved in the development of chatbots and the investment that has been injected in this field suggest an invasion of these tools, created to automate tasks. Here is the key to the success of this type of software. Are mere interfaces that connect the user with a service. And their value will be as relevant as the service they connect with.
Analyst Jon Cifuentes, of VentureBeat, believes that in the short term we will see a sieve of chatbots. Those that do not add value to the scene will vanish and only the relevant ones will remain. But for this to happen sooner they have to arrive all in avalanche , as in fact is going to happen.
And is that in recent years the sector of chatbots would have gathered an investment of 24,000 million dollars , around 180 companies, according to data collected by the portal VB Profiles. These figures include large companies, such as Facebook, but also a constellation of startups working in this field.
Chatbots find their gold in user support and services like customer support. Your goal is to make things easier. When a user contacts a service, they expect their needs to be resolved and, if possible, done soon. These tools are intended to automate tasks that previously had to go through a person or by a protocol that ultimately depended on employee approval.
The case of Facebook illustrates how bots are going to arrive. The company has long been behind the creation of an ecosystem of conversational tools that automate tasks on its Messenger messaging platform. In it users will have the opportunity to contact companies, to request certain services. It will be one more channel of communication for the attention to the public.
But chatbots will also perform tasks more like a personal assistant. One of the natural places of these tools are messaging applications, such as Line, Kik Messenger or Slack. And in them, users can ask you to send a certain message to another person or launch a communication in a chat. Bots will also offer a catalog of services powered by artificial intelligence, from reminders, announcements and suggestions.
After all conversational bots they are a product of artificial intelligence and part of their utility will be the autonomy they have. This can only be given by their versatility and their understanding of the services they are to provide. Development and adaptation work is key. But there is not much left for these task automatons to materialize in every corner of our phone and computer.
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