Last week I logged onto the RMIT Connect website looking for information on elective courses, at first, I wasn’t really sure where to start but then I saw a chatbot at the bottom right corner which said “Ask the RMIT bot”. Out of curiosity I started the conversation with “hey” and surprisingly, it sent me all the information that I needed, including links.
At one point I questioned myself: am I talking to a human, but then suddenly it said: Sorry – I’m doing my best, but I’m still getting the hang of human-speak. Would you like to talk to a real person instead?
It had a very fast response, offers 24/7 service, friendly and very human like instead of a robotic response. No wonder why automated virtual-assistant chats became so popular and started trending more in 2019.
According to Grand View Research, 45% of customers prefer chatbots when they are in need of fast responses in customer services. Chatbots interact with their users by scanning keywords in the user’s questions then sends the users options that match the most with the keywords which then lead to a final question. Chatbots will automatically send users directly to FAQ page or other articles.
Some fun facts about chatbots – what made it become a global trend?
– Chatbots have more than 44 thousand unique reading prompts (Chatbot Report 2018)
– Approximately 65% businesses engaged web software by using this technology ( Relay 2019)
– Business Insider’s expect next year, 2020 – that up to 80% of enterprises will be using Chatbots and up to 90% in 2022
How are Chatbots able to replace human’s in customer service?
Well we live in an era (2019) where technology is used day to day and people are expecting fast responses from it, robots not only replaced human’s on online customer services robots have long ago replaced humans from many factories. The generation we are in are filled with people who are very impatient and, in my opinion, Chatbots will definitely increase users, support them and continue to trend in the next few years.
By T Trang
References links:
https://chatbotsmagazine.com/chatbot-report-2019-global-trends-and-analysis-a487afec05b
https://www.digitaldoughnut.com/articles/2018/december/10-digital-marketing-trends-for-2019
Marketing Trends 2019 
Wow I didn’t know that chatbots had 44 thousand reading prompts. That’s shocking to know how technology is evolving everyday.
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Hi, thank you for your comment.
Researches are actually shocking to what we don’t really pay attention to. The technology has been growing very fast and it’s just make thing more convenient
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Wow, this is very interesting! I think it’s really useful of business and customer’s alike to be able to have assistance with issues 24hrs a day. Do you think eventually this type of technology will take over all types of customer service? As sometimes these bots a very useful but somethings they can also be very frustrating. So I wonder if customers would be happy with a service that only involved talking to bots.
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Hi, thank you for your comment. Yes, chatbots are very useful but in my opinion, it will definitely replace the human customer service. Because not everyone prefer to talk to a bot, businesses have to be flexible and offer more options to different type of customers
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Great post, Tianna! I personally don’t like to chat with Chatbot. I agree that they can provide a very fast reply and pretty relevant, but when I wish to make an enquire, I am expecting to chat with a human. There is no difference by chatting with Chatbot and doing my own research. Do you agree with me?
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Thanks so much for your comment. I’m totally agree with you, as the comment below, chatbot is good when you ask generic questions but if you need informative and specific inquiries, the better way is talk to a human
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Great read, I think that chat boxes will be the way of the future, eventually. As the community is advancing in technology, we need to find more efficient ways to communicate information. Thus, chat boxes can help companies sort our problems more effectively and direct customers towards the right information. However, one limitation is that chat boxes are not humans at the end of the day. This means they cannot sympathize with humans or understand their emotions which brings back memories of the old ‘Chinese room’ argument.
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Thank you for your comment. I agree with you, that’s why I still don’t think chatbot can replace human in the future
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