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.
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