The situation of Chatbot demand
With the rising use of the Internet of Things (IoT), social network platforms, Artificial Intelligence (AI), and other computer science development, enterprises in virtually all industries domains are facing a fast and radical revolution through capitalizing digital transformation. Adding to the already heated-up race, even tougher competition firms are facing due to “globalization” and putting more pressure to go digital before others do, seeking to survive and attain competitive advantages.
Daniel Newman, a well-known author, and researcher on Business Model Innovation gave his speech “Top 2019 digital transformation trends build on the trends” at Forbes 2018. Surprisingly, Chatbots were the second runner-up right after the 5G Fixed to 5G Mobile technology: “Some 40% of large businesses have or will adopt it by the end of 2019.” said Newman.
Besides, thousands of surveys and research have been conducted recently on Chatbots and how they influence enterprises in this digital transformation. Without further ado, here’s the take on what to expect in the years ahead:
- 74% of users prefer chatbots while looking for answers to simple questions. (PSFK)
- Virtual customer assistants help organizations reduce by 70% call, chat, and email inquiries. (Gartner)
- 57% of executives said that chatbots bring significant ROI with minimal effort. (Accenture)
- 90% of businesses report recording improvements in the speed of complaint resolution. (MIT Technology Review)
- 56% of customers prefer to message rather than call customer service. (Outgrow)
- By 2023 chatbots are going to save the banking, healthcare, and retail sectors up to $11 billion annually. (Business Insider)
- Over 50% of enterprises are predicted to spend more money on chatbot development than on mobile apps creations by 2021. (Gartner)
Almost all industry experts view this transformation through a positive lens as the benefits are vast: an enormous improvement in productivity and profitability can be generated by automation and optimization of operations by saving costs, speeding up processes, and significantly reducing errors. Here is where the idea of a powerful enterprise chatbot integrated with conversational AI and machine learning comes. It revolutionizes the daily operations of enterprises in every possible level and way and enables advanced innovation across the three business model elements of value creation, value delivery, and value capture.
Dom the Pizza Bot from Domino redefining Customer Service of the future in the fast-food industry
Domino Pizza is the latest food chain to jump on the chatbot bandwagon, after recording a ridiculous amount of complaints from its customers from the always occupying calling up the line, interrupting confirmation of the ordering process online, to endlessly deliver waiting time. Now customers can directly message Dom — the Domino’s pizza bot — and request their favorite pizzas with just words or emoji.
Human-being users are going to experience a conveniently and lively buying decision cycle. The chatbot effectively gives instruction, quickly shows appétit pictures of products and clickable options, checks inventory, traces shipping through live links on Google Maps, also purely transactional, for instance, texting jokes and sending occasional memes along the way.
Pizza aficionados Dominos have risen out of their falling down business, as the Domino’s stock was worth just $3 around November 2008. Unexpectedly, an outstanding rebirth of the brand on March 1, 2017, as its worth $188 per share, this rebirth was partly thanks to the newly launched technology “Dom”.
Mya from L’Oréal reconfiguring The Human-maintained Recruiting System in Human Resource Organization
Being at the forefront of the race for digital transformation, the Clichy-headquarter cosmetic company aims to adopt automation processes across the functional areas. Firstly is with its conversational AI platform — Mya. This will minimize the time, effort, and operation costs of the recruitment process. In other words, artificial intelligence reinforces HR people’s counselor role, enforces them to generate strategies and become a craft in the human-dimension domain.
- Mya could perform various valuable assistance such as
- Initiates a conversation with the applicants one to one
- Instant messaging conversations on social network platforms
- Interprets resumes and requests elucidations
- Filters out the candidate pools by asking questions to the applicants related to skills, qualifications, and past experiences
- Answers usual inquiries and gather a wide range of data or even requests for a human selection representative to analyze
- Rank and qualify candidates in terms of the required criteria of the job vacancies
“The results of the first 10,000 recruiting conversations show that Mya engages with 92% of our candidates efficiently and achieves a near 100% satisfaction rate. We’ve received great feedback from our applicants. Many commented on how easy and personal the experience felt.” said Niilesh Bhoite, Chief Digital Officer for HR at L’Oréal.
ChatBotlr of Marriott International — a whole new Digital Marketing Approach in the hospitality industry
The travel and hotel chain had discovered that their audiences expect deep sensations in constantly convenient experiencing, consume mainly values, and ideologies while living in the world of information and content. Marriott foresaw a wide spectrum of potential functionalities and benefits that an AI-powered chatbot can generate in marketing, as the consequence, the chain has the distinction of being the first hotel chain to have a dedicated chatbot experience.
ChatBotlr facilitates everyday activities as a virtual concierge, for instance, correcting an invoice, answering room amenities along with availability, booking restaurants, personalized recommendations for near-by hotel activities, casual request of guest feedback, or access to guest information (e.g., what they do outside the hotel), and more. Additionally, the industry strictly focuses on customer-centric, the bot is trained mainly to improve a standard and quality guests experience — pre, during, and post-stage, especially use historical conversations accessed through Marriott’s exclusive databases, and analyzing within integrated ecosystems. In such a marketing space it is objected to recording everyday consumer lifestyle, ultimately, ideally predicting and having new ways to interact with the audiences.
In J.D. Power and Associates’ most recent North America Hotel Guest Satisfaction Index Study, two Marriott brands scored highest in their segments: the Ritz-Carlton Hotel topped the Luxury Segment and had the best score in the entire survey, and SpringHill Suites by Marriott had the highest score in the Mid-Price Limited-Service Segment. Besides, three brands placed second in their segments: Renaissance Hotels and Resorts, Courtyard by Marriott, and Residence Inn by Marriott. All told, Marriott brands placed first or second in five of the six segments into which Power divided the industry.
The role of chatbots in The Human–to–Machine Interaction Era
Being the subject of dynamic digital transformation among practitioners, chatbots become for enterprises and brands one of the more and more popular and preferable technologies in across internal functional areas, simplifying processes, in addition to the significant potential of digitalization and business model innovation in contributing to both organizational success and industrial sustainability.