2021 has been an eventful year for chatbots. Various AI bots have been deployed across different industries, from healthcare to public service to banking, helping people and organizations navigate through the new normal brought about by COVID-19.
That said, we can only expect better things from artificial intelligence and chatbot technology from here on out. So without further ado, here are the 7 highly anticipated chatbot trends and predictions this 2022:
#1 Chatbots will help more businesses save on operating costs.
Since chatbots make way for streamlined, convenient, and meaningful interactions, even before the pandemic happened, Juniper Research has already predicted way back in 2017 that chatbot technology would help businesses save up to $8 billion on customer service costs by 2022. This year, the adoption of AI-powered chatbots will increase as more and more businesses will integrate AI chatbots into their systems to improve their customer support, which means that consumers are now more likely to interact with businesses through chatbots.
#2 More chatbot apps will emerge.
According to Statista’s forecast, the global chatbot market will grow from $190 million in 2016 to $1.25 billion in 2025. This means that we will be seeing more chatbots dominating the market in the next three years, especially now that the transition to digital solutions is accelerating and the demand for business process automation (BPA) is on the rise due to the growing need of business units to transform the way they provide services amidst the global health situation.
#3 Chatbot use cases will multiply.
Aside from the increase in adoption, upcoming trends suggest that chatbot functionalities are growing, most notably in the areas of IT support, HR, sales, customer service, and internal corporate use. The year 2022 will see more conversational assistants that enable the automation of support and self-service requests, with deployments multiplying in companies that have already launched projects and experimented with conversational assistance solutions.
#4 Chatbots will be more in demand for their ability to leverage data.
Chatbots are known for collecting and turning real-time conversations and customer data into powerful and actionable insights. Chatbot trends reveal that as they become businesses’ go-to digital solution, chatbots will be integrated into existing data strategies and metrics like conversation duration and bot retention will be as widely used as website traffic and conversion rates. Moreover, it is foreseen that the industry will move beyond simple data points to deeper analytics like intent understanding and emotional output.
#5 Chatbots will become more human.
This doesn’t mean that chatbots will develop human capabilities and take the place of human workers. Chatbots will become more human in the sense that they will become better at understanding and handling the needs and concerns of users as further developments in sentiment analysis, natural language processing (NLP), and multilingual natural language understanding (NLU) will be made this 2022.
#6 Chatbots will undergo more consumer-facing developments.
Apart from B2B functionalities, chatbots will no longer be used only for servicing customers but technological advancements and reductions in price will allow them to be available to the general public. 2022 is the year in which people are more likely to use chatbots in their day-to-day lives with the emergence of personal chatbots that can simulate realistic and casual conversations with users.
#7 Master bots will take charge.
With chatbots covering various business domains, grouping multiple chatbots in a single interface will be the next imperative step for better accessibility. Entering the picture will be a general assistant called “master bot” that will act as a single point of entry to different business areas to help users perform multiple tasks and avail of different services without the extra step of separately accessing various domains. Several solutions that implement master bots have already made it in the market and the first ones to be available for use will come during 2022.
To conclude, current competencies and future improvements will make chatbots more proactive and successful in fulfilling the needs and expectations of both businesses and consumers. Get a chatbot for your business today and get ahead of this year’s trends and predictions!
Designing experience since 1998, Alfafusion is a pioneer enterprise chatbot solutions provider in the Philippines.
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