Last week the Madrid Mutua Master de Tenis announced that it made available to the spectators who attended the Tournament a chatbot equipped with artificial intelligence (AI) that offered information on the development of the event, the players and results, as well as details about services of restoration, access and parking. The MatchBot was made possible by technology from Oracle and its partners Crambo and BPM SOA Solutions (BSS).
But there are many more in the market, like the one with CNN, The Wall Street Journal and Quartz to offer headlines and news to their clients in an interactive way, and allow them to request more depth in the information. Or like the one that Bank of America has, and in which Facebook engineers are currently working to create a comprehensive artificial intelligence that offers the client better services based on the patterns of use of banking services. Or like the one used by the Genesis Insurance company, which is using Watson’s IBM technology to manage the needs of its clients.
The consulting firm PwC says that artificial intelligence (AI) is destined to be the next technological revolution, following in the footsteps of the internet and mobility. With an expected impact for 2030 that will mean a growth of 14% of world GDP, AI will transform strategies and operating models of companies, with significant improvements in productivity models as the initial impact of its application.
However, PwC itself also says, according to one of its reports on AI, that 45% of the economic gains projected for 2030 will come from the commercial application of artificial intelligence solutions, through improvements and greater variety in products, and marketing and commercialization models much more personalized and effective than the current ones. Globally, 72% of executives believe that AI will be the competitive advantage of the future and more than 60% anticipate that the applicability of these technologies on the customer experience is greater than on the rest of the initiatives in their organization.
And one of the artificial intelligence applications that are already being implemented in many industries are Chatbots, software Conversational that through techniques of deep learning and deep learning are taught to understand natural language in certain contexts in order to interact them with the user and solve a problem or answer a question.
“ Chatbots are capable of learning and understanding a context, as well as an instruction. For a chatbot to function properly, it must be loaded with a series of guidelines to repeat, teaching it to interpret phrases, to be able to correctly express messages and to articulate what to say and when to say it. In addition, a decision tree must be generated so that it can make the best possible option in each case, ”says PwC.
Despite the current low penetration of these technologies, the integration of chatbots and similar systems will be one of the levers of progress on which AI will pivot in the coming years. Even the consulting firm comments that applications such as email will be replaced by other channels such as the chatbot, which will allow it to create a two-way conversation with the client.
Different market investigations conclude that practically all large companies are considering having chatbot services by 2020 in order to improve interaction with their customers. All of them hope to obtain benefits from this automation, although not all are convinced that the application of these technologies will help improve the customer experience within their business.
The deployment of these tools has to do with the new business opportunities offered to companies. Automating customer service not only allows you to improve your shopping experience by providing AI with automatic responses and solving incidents without the need for an employee to approve it, but it also makes it easier to capture the information from those calls to analyze it, draw patterns and make it profitable. in other businesses.
Soon, and there are already many, we will have chatbots even in the soup. At the moment the experts’ predictions indicate that there are already more than 100,000 chatbots on Facebook Messenger; that 59% of millennials and 60% of generation X have ever used chatbots in mobile applications; that 80% of businesses will have chatbots by 2020; that in this same year a large part of the people will have more conversations with chatbots than with their spouse; that the global market for these types of solutions will grow an average of close to 40% between the years 2017 and 2021; or that in 2022 the expectations of cost savings in companies for using chatbots will reach 8,000 million dollars.
