Top five chatbot trends to keep an eye on in 2020

AI Chatbot
Author : Binny Vyas   Posted :

As we step into 2020 and embrace a new decade, chatbot acceptance is continuing to accelerate for a wide range of purposes. Chatbots now has become an integral part of modern organizations. Interestingly, customers around the world are adopting chatbots for interactions. This also makes a new pathway for businesses to introduce new opportunities. Let’s look at the top five bot trends that enterprises can watch out for this year.

What are the top five chatbot trends in 2020?

1. Voice-assistants are going mainstream

Voice-enabled chatbots have proved to be very helpful for trivial situations. They became mainstream with the use of smartphones and smart speakers, as they are rapidly gaining hype. According to Juniper Research, the number of voice assistants used by consumers globally will rise to 8 billion by 2023. Moreover, the emerging trends of voice commerce and voice search are slowly gaining popularity. Therefore, voice-powered chatbots will surely gain momentum this year. Chatbots in 2020 will accommodate many mobile devices, and businesses are advised to inculcate a voice-based strategy for their business.

2. AI-powered chatbots are becoming more intelligent

As we move forward with new advancements in digitization, data has become crucial. In 2020, one of the pressing tasks for enterprises will be to leverage the increasing amount of data to make data-driven decisions. And that’s exactly where artificial intelligence (AI) will play an important role in endeavoring new ways for data analysis to derive valuable insights from the collected data.

Chatbots integrated with AI algorithms can help to automatically detect patterns and learn strategies to achieve customer-centric goals. AI-powered chatbots will have access to a plethora of knowledge and therefore will gain the ability to understand customers’ requirements based on their interactions with the brands. Incorporating an AI-enabled chatbot in your business is a wise decision for any organization.


Softweb’s AI-based bot implementation strategy is specifically designed to help companies understand how to build and deploy intelligent chatbots.

3. Chatbots are facilitating business processes

Chatbots have made conversations and interactions with customers very convenient for businesses. The concept of conversational commerce is becoming an optimum choice for customers, as it encourages them to shop at their convenience. Businesses have started to see a huge value by using chatbots as it helps to improve their brand reputation as well as deliver better customer service.

Additionally, chatbots are driving multiple business operations including marketing engagement, brand awareness, customer support, sales, and lead generation. Also, chatbots are appearing to be the ideal choice for businesses as they get smarter with personalized experiences. For instance, a chatbot can include a prospect’s name or a follow-up email with recommended content based on previous transactions. What more does an enterprise require to make business effective!

4. Chatbots are equipping enterprises internally

Apart from interacting with customers and solving their queries, AI-powered chatbots in 2020 have a lot to offer to an enterprise. Chatbots can deliver high value by streamlining the internal workflows of an organization, regardless of their size. There are many chatbot variants, serving different purposes to accommodate multiple needs of a business at the same time.

Human resource bot

Simplifies and personalizes the HR process like recruitment, onboarding, employee training and respond to employee queries instantly.

Sales and marketing bot

Reserves booking meetings and calls automatically to handle prospects’ queries as well as provide contextual responses.

Workplace bot

Enables employees with handling daily tasks more effectively and improves employee productivity.

Content search bot

Provides several services to users like personalized recommendations, sales support, product information, instant file searches, and more.

Most businesses aim to achieve one common business objective of improving their operational efficiency, and so, adopting a AI-based content search chatbot for internal use makes complete sense. If you are among the enterprises that have not yet employed chatbots for internal use, it is time to build AI chatbots in 2020.


Everything you need to know about chatbots powered by artificial intelligence

With the digital revolution, chatbots are moving ahead rapidly. Effective chatbots have demonstrated a deeper understanding of users and have allowed quick initiation of chatbots that result in quality user experience.


5. Chatbots are automating call centers

Chatbots are likely to play a major role in automating call center services with the help of AI advancements. And it is expected that automated call centers will become a reality this year. The reason being, AI along with natural language processing (NLP) will make chatbots more intelligent to assist customers just like human beings.

Research have stated that about 70% of users are not happy with the call center experience they get. And thus, the rise of chatbots will help to resolve customer service issues even before they arise. Also, bots for enterprises will help to lower customer abandonment rates, improve service, sales, and revenue while controlling costs.

Undoubtedly, chatbots are already performing mainstream operations for several business functions, and they will soon take their place to run most business functions with minimal human intervention. It is advised for enterprises to employ chatbots to improve their business efficiency and productivity.

Take away

Chatbots have huge potential to offer to businesses and simplify any complex business function. Marketers are loving chatbots for their capabilities, and even the innovators and brand communication strategists are looking forward to incorporating new chatbots into their businesses. Trends outlined in this blog post are sure to make a remarkable change in your business when adopted correctly. Connect with us to know how you can leverage AI-powered chatbots to stay ahead of the curve.

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