Chatbots have the ability to understand and share common context. This is why many product and service-based chatbots can’t be exploited the way Microsoft’s AI, Tay, could. The AI was developed by Microsoft’s technology, research and Bing teams to “experiment with and conduct research on conversational understanding.” It all went wrong when users started to troll Tay’s Twitter feed.
Tay in most cases was only repeating other users’ inflammatory statements that soon flooded its feed, but the nature of AI means that it learns from those interactions and took the racist sentiments as truth. Needlessly to say, Tay was quickly retired from public life by Microsoft.
Chatbots in the customer journey are a growing importance
Chatbots in the customer journey enhance e-commerce, providing personalized, omnichannel experiences to consumers, no matter where or when they shop.
Businesses across all industries use AI and chatbots. Top use cases include:
What are the applications of AI in marketing?
AI can be used to automate tasks that marketers are currently doing and it can be used to make marketing more personal and targeted. This is why AI is so highly sought after in marketing and sales departments. In fact, 40% of marketing and sales functions say data science encompassing AI and machine learning is critical to their success as a department.
AI can be applied to a brand’s marketing strategy in a variety of ways, from customer service to lead generation and more. AI can be used to automate most of your customer service interactions, which is great for companies that are short-staffed and can’t afford to hire more people or train new employees.
Privacy-First Digital Marketing
Every marketer is aware that privacy restrictions have been steadily and swiftly creeping into their marketing efforts.
Apple’s App Tracking Transparency framework on iOS is having major impacts on marketing campaign attribution and performance. Third-party cookies are being deprecated on all major browsers in the near future. Laws like GDPR and CCPA make what can actually be collected more restrictive. Customers are also wary about privacy and what information of theirs is being tracked across the internet.
The internet is quickly shifting towards privacy-first practices. Marketers that don’t adapt will lose visibility and control of their customer journey.
Organizations usually hire employees to cater to their customers either in the customer-service centers, over the phone, or online. But not to forget, companies have their working hours and do not answer to any queries of customers after or before that. Hereby, companies might lose their existing and probably their potential customers as well. Now this is the gap bridged by chatbots, which are able to respond to customers’ questions and queries 24/7 without a delay. This not only might help the company cut costs of hiring, but also save time and energy used by their employees to handle all these wearisome tasks of answering to the same questions all day long.
As technology advances, the use of mobile phones and gadgets has increased drastically. People prefer texting or messaging on messenger apps rather than calling and waiting an hour for the customer representative to respond. Not only do chatbots respond to the customers on messaging apps, but engage them in interactive conversations that help the customer reach the exact product/service they are looking for. This saves the customer’s time, makes them buy their desired product, increases customer satisfaction, and ensures ease for the customer in various other ways.