The world hasn’t been the same since the chatbot technology appeared. From Gartner consultancy they estimate that in 2020 intelligent chatbots and virtual assistants will be used in at least one of four in customer service operations.
Home speakers and instant messaging apps like Whatsapp or Facebook Messenger will be the main platforms that host interactions between humans and bots, helping users to be able to perform every type of chores like resolve any commercial doubt, manage shipments, make reservations, administer their money or buy tickets for a concert and many more things.
Now a days the boom of the chatbots is not happening in a homogenous nor simultaneous way in all industries, but some of them are already seeing the benefits more noticeably. Let’s see which ones they are:
5 industries where chatbots are blooming
Entertainment: The elevated use of smartphones and the the proliferation of tools such as Facebook Messenger – which holds more than 1.2 billion users worldwide – and the search for immersive experiences, interactive content and online games has led to the entertainment industry to be one of the most benefited by the boom of chatbots. Some examples of this success include creations such as MojiHunt or Trivia Blast.
Information: Chatbots can play a great role to the media, many of whom already have their own conversational bot to reach a global, interconnected and eager for news audience. For example, a billion people around the world use the valuable chatbot of the highly personalized CNN international media. There are also examples such as theScore, a bot for users who want to follow leagues, teams and sporting events.
Health: Chatbots have opened a new world for personalized patient care diagnosis with the help of Artificial Intelligence. Telecare, remote operations or access to online medical records. Cases like Health Tap: A chatbot that provides advice on providing medical symptoms or Florence, a health care chatbot that reminds the patient to take its medications, sends health tips or can help find a doctor nearby.
Customer service: Chatbots have revolutionized the retail industry, its logistics and, above all, customer service. Conversational assistants work 24 hours a day, 7 days a week, they do not understand geographical barriers responding in real time and are increasingly more human, intelligent and multifunctional. Brands such as Adidas, Nike or Burberry lead the use of chatbots of this nature. We can also highlight the case of the German Tec inStore, whose bot had a success rate of 80%.
Real estate: Chatbots can replace agents by answering general questions about real estate, letting them deal with more specialized and issues. Examples of such success can be found in the Holmes or Trulia chatbot.