Where the conversation happens matters.
According to a 2016 Ovum study, 53 percent of American and German respondents stated that they favor talking with businesses through chat apps versus the phone, mainly because of speed and convenience.
Meanwhile, 50.6 percent of consumers responding to a 2016 Ubisend survey said they believed that a business should be able to respond to their queries 24/7.
So, we have soaring usage of messaging apps, and a considerable number of our customers who believe we should be contactable 24/7. But staffing a customer service center 24/7 is costly and expends human capital by the bucketload.
In what is being known as the democratization of AI, large tech companies like Microsoft, Google and Facebook are putting the power of AI into the hands of the masses via developer tools like APIs.
Google offers api.ai, Facebook has Messenger Platform, and Microsoft has the Bot Framework, which allows you to build bots that can be used across multiple platforms — wherever your users are — including Cortana, Skype, Slack, Facebook Messenger, Skype for Business and more.
Bot Framework also allows you to enhance your bot’s capabilities by adding intelligence via the Cognitive Services APIs. These APIs allow your bot to respond as if they can see the world as people see it and are even able to learn from interactions — just like humans can improve their capabilities as they gain more experience.