Survey: Chatbot Usage Increased 92.5% from 2019 to 2020

Chatbots are “so hot right now”

Consumer chatbot usage increased from 13% in 2019 to ~25% in 2020—almost double, according to research by chatbot maker Drift and Heinz Marketing. The bots are leveraged by retailers, banks, nonprofits, and more.

What’s behind the growth spurt? Dr. Vasant Dhar, a professor and AI researcher at NYU, named four factors… 

  • Virtualization: The more we interact through machines, the more natural it feels to talk to them.
  • Efficiency: If you have a choice between a 30-minute hold time or a chatbot, you’ll probably choose the latter. 
  • Nature language processing advancements: Chatbots have gotten smarter over the past few years, moving beyond keyword-matching to understand some intent and context, too. 
  • Accessibility: It’s never been easier to train a simple conversational system. 

Also, customer service reps are inundated with calls right now. Plus, reps don’t always have WFH setups conducive to their jobs. 

But chatbots have limits: They’re typically used for routine applications. “You can’t be talking to a chatbot if there’s a high cost of error,” says Dhar. 

Bottom line: As remote life continues, chatbots will likely keep on collecting popularity points.


Via Morning Brew

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